Operations Analyst at Tonal
Toronto, ON
Who We Are
 
Tonal has built the world’s most intelligent fitness system that is changing the way people work out at home. Tonal is a fresh approach to fitness that leverages hardware, software, video content, and artificial intelligence. Everyone who has seen or used our product, from professional athletes to fitness enthusiasts, has fallen in love.
 
At Tonal, we are applying our collective knowledge and creativity to reimagine fitness. We know firsthand that too many hurdles stand between each of us and our fitness goals. Drawing on decades of research and a diverse team of experts, we have created the most advanced strength training system available that makes working out more efficient, effective, and engaging. 
 
We're passionate about building products that transform people's lives.
 
Overview
 
At Tonal, we place Customer Experience above all else. This role will have a direct impact in further developing the Customer Experience with Tonal. We are looking for an analytical thinker and an empathetic communicator who has a strong understanding of support data/metrics; including, inventory/order tracking, service/repair & RMA warranty services, contact drivers, impacts of contact mitigation, productivity, etc. The Operations Analyst ensures we understand the experience behind the numbers. This includes building reporting for all support operations (order → install → EOL), delivering root cause analysis and recommendations on top trends, and contributing to the team’s culture as we scale. Every Customer matters. Our number one priority is making sure Customers have what they need to use Tonal and be their strongest.
 
What you Will Do
 
- Develop a deep expertise in Tonal; we drive Customer Satisfaction through efficient and accurate information
- Deliver high-quality work, take issues on as your own, and commit to ongoing learning and development
- Speak with Customers in person, over the phone, across social channels, and in email. Everyone on our team works directly with Customers to maintain workflow proficiency and stick close to the Community
- Help define KPIs and metrics needed to understand the health of frontline, installation, service & repair, event, and VIP operations. Build out reporting and dashboards in Salesforce to support daily operations, deep dive into trends or changes, and prepare for new releases
- Support QA and CSAT programs to draw correlations between Advocate performance and Customer Satisfaction
- Publish weekly, monthly, and quarterly business reviews, including recommendations for improvements. This includes support for all Customer Care teams: Field Operations and Install, frontline operations, logistics, learning & development, and Product Operations
- Identify workflow gaps that may put data accuracy at risk. Partner across the team to improve data capture, including contact capture data with issue/resolution matrix
- Partner with other Tonal analysts, partners, and vendors to improve cross-functional understanding of data definitions and needs
- Identify risks to Customer Experience based on data trends and escalate awareness. Advocate for what you see as priorities
 
Who You Are
 
- Experienced in support tools (CRM, telephony, chat) and admin duties required to build reporting and workflows in support of daily operations
- Working under pressure comes as second nature; you excel at navigating gray areas
- A strong communicator with a commitment to quality. You deliver detailed information in a clear and concise way.
- You remain open to feedback and ask questions when expectations seem uncertain
- You are a creative thinker with strong problem-solving skills
- Ability to multitask, prioritize, and manage time effectively in a demanding fast-paced environment
- You are detail-oriented and possess great verbal and written communication skills
- You communicate early and often, proactively sharing progress updates and flagging challenges
 
Extra Credit
 
- Experienced in scaling operations at startups
- Previous call center experience
- Previous shipping/logistics experience