Operations Analyst

About the Role

As part of the Operations team, you'll sit at the heart of how Rhythm delivers affordable green energy with an exceptional customer experience. You'll own customer escalations and issue resolution; resolving issues quickly, communicating clearly, and de-escalating with empathy. Whether you're passionate about customer care, process improvement, or working with data to spot trends, there's a variety of meaningful problems to work on. It's an ideal opportunity for someone ready to apply contact center expertise in a broader corporate operations setting.

What You’ll Do

• Own customer inquiries, escalations, and complaints end to end de-escalating with professionalism and driving issues to resolution
• Support billing, account management, service setup, and transfer requests, partnering with utilities and vendors to resolve transaction issues
• Strengthen customer retention by identifying and resolving at-risk issues before they escalate
• Educate customers on their accounts and options, meeting them where they are including Spanish-speaking customers
• Analyze customer feedback and operational data to find root causes, report trends, and drive process improvements
• Document workflows and resolutions to build our knowledge base and improve team consistency
• Collaborate cross-functionally on bugs, risks, and crisis response while consistently meeting SLAs

What You’ll Bring

• 2+ years of contact center or customer support experience, ready to grow into a broader corporate operations role
• Bilingual fluency in English and Spanish
• Ability to work from our Houston office at least 3 days per week (Monday–Wednesday ideally)
• Exceptional communication and de-escalation skills, with the professional maturity to work seamlessly across teams and partners
• Strong analytical and problem-solving skills, sharp attention to detail, and an ownership mindset in a fast-paced environment

Nice to Have

• Experience in the retail energy or utilities industry
• Experience with customer support or ticketing platforms, or EDI systems
• Experience documenting business processes or testing operational workflows
• Proficiency with Excel and data visualization tools

What Success Looks Like

• Customer escalations are resolved quickly and empathetically, with fewer repeat contacts and stronger customer satisfaction
• Customer-impacting issues are identified and resolved proactively before they escalate
• Recurring issues are traced to root causes, and your insights drive measurable process improvements
• Our knowledge base and documentation grow stronger, making the whole team faster and more consistent
• Internal teams and external partners trust you to own complex customer issues and deliver high-quality outcomes

Why You’ll Love Working Here

• Meaningful impact. Help build the operational foundation that delivers an exceptional experience for our customers.
• Ownership. Take responsibility for critical workflows that directly support Rhythm's growth and scalability.
• Continuous improvement. You'll have the opportunity to identify problems, improve processes, and implement meaningful operational changes.
• Collaborative culture. Work alongside talented teammates across Operations, Product, Engineering, Customer Experience, and external partners.
• Growth opportunities. Build your career in a fast-growing clean energy company with opportunities to expand your responsibilities.
• Competitive compensation and benefits. We offer competitive pay, annual performance incentives, generous paid time off, and comprehensive health benefits.