Business Analyst - RevOps

About Rocketlane

Rocketlane is a fast-growing, innovative SaaS company making waves in customer onboarding and professional services automation

.Our mission? To empower B2B companies with a smooth, consistent, and efficient way to onboard customers and manage client projects—reducing chaos and boosting customer satisfaction across industries

.We’re a close-knit team of over 100 passionate professionals, all focused on building a product that teams love to use. Our journey has been fueled by $45M in funding from top investors, including 8VC, Matrix Partners, and Nexus Venture Partners

.What will you d

o?Process Optimization and Best Practi

• es:Identify inefficiencies in customer-facing processes and implement solutions to reduce time-to-val
• ue.Create and maintain playbooks for handling customer queries and escalatio
• ns.Develop, document, and share best practices for running NPS campaigns, customer advocacy programs, nurture, onboarding, QBRs/EBRs e
• tc.Maintain an up-to-date knowledge base for internal and customer u
• se.Document FAQs, troubleshooting steps, and operational workflo

ws.Customer Insights and Analy

• ics:Track key customer metrics by segments (e.g., NPS, churn, engagement, renewals, expansio
• ns).Generate insights from customer data to drive retention, expansion and upsell opportuni

tiesSupport Enabl

• ment:Optimize tools like Hubspot, Zendesk, Intercom, or Freshdesk for customer support workf
• lows.Liaise with product and engineering teams to resolve customer issues qui
• ckly.Work with marketing on customer education and advocacy prog

rams.You should ap

• ply if
  2-4 years of experience in problem solving, and applying structured thinking, in a consulting role or in any other analyst/operations
• roles.Prior experience in customer success, support, or operations in a B2B SaaS company is a plus, not a requi
• rement.Strong analytical skills and ability to work with data is a strong requirement for this role. Knowledge of SQL or BI tools for customer data analysis is
• a plus.Excellent problem-solving skills, a proactive mindset, and hands-on approach to chal
• lenges.High attention to detail with the ability to manage multiple priorities in a fast-paced envir
• onment.Good written and verbal communication skills, with the ability to collaborate effectively across
• teams.Tech savviness, and comfort with CRM and customer support tools (e.g., Hubspot, Salesforce, Zendesk, Int
• ercom).Experience with customer engagement platforms like Gainsight is a nice-

to-haveWhy

join us?
At Rocketlane, we’re all about building a great product and a great place to work. Here’s why you’ll actually look forward to

• Mondays:Impact and

  ownership: You won’t just be another cog in the machine; here, you’re more like a turbocharged engine part. Bring your ideas, make th

• em happen.Work wit

  h the best: We’re a team of passionate, quirky, and ridiculously talented people. Come for the work, stay for

• the memes.Cele

  brate wins: Whether we’re hitting major milestones or celebrating new funding, we like to mix it up. From rap videos to team outings, we believe in celebr

• ating big.Lear

  n and grow: We’re all about learning—and we’re not just talking about the latest SaaS trends. You’ll grow your career, pick up new skills, and maybe even learn to love Excel (or at least tol

• erate it).Flexibility a

  nd balance: While we love collaborating in the office five days a week, we know everyone has their own rhythm. That’s why we offer flexibility around hours—so you can bring your best energy, whether you’re an early bird or a night owl. Pajamas optional (at least outside th