Operations Analyst

About the Role

We’re hiring an Operations Analyst to join Rhythm’s Operations team and help deliver the exceptional customer experience that sits at the heart of our business.

This role is ideal for someone with a strong contact center or customer support background who is ready to expand into broader corporate operations. You’ll take ownership of customer escalations and complex account issues while working across billing, account management, utilities, vendors, and internal teams to drive problems through resolution.

But this role goes beyond resolving individual customer issues. You’ll also use customer feedback and operational data to identify patterns, uncover root causes, and help improve the processes and systems behind the customer experience.

We’re looking for someone who combines empathy and strong communication with analytical thinking and an ownership mindset—someone who can de-escalate a difficult customer situation one moment and dig into the operational cause behind it the next.

What You’ll Do

• Own customer inquiries, escalations, and complaints end-to-end, communicating clearly, de-escalating professionally, and driving issues through resolution
• Support billing, account management, service setup, and transfer requests while partnering with utilities and vendors to resolve transaction issues
• Identify and resolve at-risk customer situations before they escalate, helping strengthen customer retention
• Educate customers on their accounts, products, and available options, including supporting Spanish-speaking customers
• Analyze customer feedback and operational data to identify trends, recurring issues, and root causes
• Turn those insights into recommendations that improve customer experience and operational efficiency
• Document workflows, resolutions, and best practices to strengthen Rhythm’s internal knowledge base and improve team consistency
• Collaborate cross-functionally to surface bugs, operational risks, and customer-impacting issues
• Support crisis response and time-sensitive operational needs while consistently meeting established service-level agreements (SLAs)

What You’ll Bring

• 2+ years of experience in a contact center, customer support, customer operations, or similar customer-facing environment
• Professional fluency in both English and Spanish
• Ability to work from our Houston office at least three days per week, ideally Monday through Wednesday
• Exceptional written and verbal communication skills with demonstrated ability to handle escalations and difficult customer situations professionally
• Strong analytical and problem-solving skills with the ability to investigate issues and identify root causes
• Sharp attention to detail and a strong sense of ownership
• Ability to learn new systems, processes, and operational workflows quickly
• Comfortable working across teams and external partners to drive issues to resolution
• Ability to prioritize effectively and operate independently in a fast-paced, evolving environment
• Proficiency with Excel and data visualization tools

Nice to Have

• Experience in retail energy, electricity, utilities, or another highly regulated industry
• Experience with customer support or ticketing platforms
• Exposure to Electronic Data Interchange (EDI) systems or transaction management
• Experience documenting business processes or testing operational workflows
• Experience writing queries to pull and analyze data, and comfort using AI tools

What Success Looks Like

Within your first 12 months, success in this role will look like:

• Customer escalations and complex account issues are handled with empathy, accuracy, and a strong sense of ownership
• Issues are driven through resolution rather than simply escalated or handed off to other teams
• At-risk customer situations are identified and addressed proactively, helping improve retention and customer experience
• Customer feedback and operational data are translated into clear trends, root causes, and actionable process improvements
• Internal teams have better documentation and visibility into recurring customer and operational issues
• You become a trusted partner across Operations and other teams who can independently navigate complex customer situations while identifying opportunities to improve how Rhythm operates

Why You’ll Love Working Here

• Meaningful impact. Your work directly shapes how customers experience Rhythm every day.
• Career growth. Expand your customer support experience into broader business operations, analytics, and process improvement.
• Ownership. Take responsibility for complex customer and operational issues and see them through from investigation to resolution.
• Cross-functional exposure. Work with teams across Rhythm as well as utilities and external partners.
• Our culture. We’re friendly, transparent, and love to innovate together.
• Make a difference. Join a sustainably driven company rethinking what’s possible in energy.
• Competitive benefits. We offer premium medical coverage, flexible time off, and opportunities for continued professional development.