Customer Operations Analyst II

Description

Primary Responsibilities

Security Inquiry Process Management

• Serve as the primary owner of the Security Inquiry queue in Salesforce, monitoring incoming requests such as Annual Questionnaires, Audit Documents, Due Diligence Questionnaires, General Security Questions, SOC Reports, the Trintech Assurance Package (TAP), and SIG/CAIQ questionnaires.

• Review each incoming ticket, assess scope and urgency, and independently research and respond using existing security documentation, policies, and general reference data whenever possible, without needing to route to another team.

• For requests that require specialized input, determine the appropriate owner and assign the ticket to the correct resource with an accurate priority rating.

• Track ticket status through the workflow (open, working, reassigned, closed) and follow up with assigned owners to keep requests moving.

• Escalate priority from Medium to High as tickets approach the 30-day SLA window, and proactively flag at-risk requests before they breach SLA.

• Manage the Security Request mailbox intake, ensuring inbound emails are converted into properly logged Security Inquiries.

• Confirm completed inquiries with customers through the Salesforce email process, ensuring supporting documentation is shared appropriately (e.g., Share Files enabled) before closing the ticket.

Cross-Functional Coordination

• Act as the central point of coordination between Customer Success and the subject matter experts who respond to Security Inquiries, including SaaS Operations, Legal, Engineering (by product line), InfoSec/IT, Support, Accounting, Professional Services, and HR.

• Maintain up-to-date knowledge of primary and secondary owners for each functional area and adjust routing as team assignments change.

• Facilitate timely handoffs and re-assignments between teams, ensuring accountability is clear at every stage of the process.

• Partner with functional leaders to identify recurring bottlenecks in the inquiry process and recommend process improvements.

Reporting, Operations & Customer Success Support

• Own the weekly review of the Security Inquiry dashboard, using the Internal Security Inquiry Requests view to confirm requests across all departments are progressing on schedule.

• Produce regular reporting on inquiry volume, turnaround time, SLA compliance, and distribution by team for Customer Success leadership.

• Identify trends in inquiry types or customer segments that may indicate broader process, product, or documentation gaps.

• Provide general operational and administrative support to the Customer Success team as needed, including ad hoc reporting, process documentation, and coordination on customer-facing initiatives outside the core inquiry process.

• Support continuous improvement of the Security Inquiry Process and related Customer Success Processes.

General

• Perform other duties as assigned.

Required Knowledge / Skills / Abilities

• Ability to collaborate effectively with cross-functional and matrixed teams.

• Strong attention to detail and organizational skills, with the ability to manage multiple concurrent requests against defined SLAs.

• Strong written communication skills, with the ability to answer straightforward security or compliance questions clearly and accurately.

• Excellent cross-functional coordination skills and comfort working with Legal, Engineering, InfoSec, and other technical and non-technical stakeholders.

• Strong problem-solving and process improvement capabilities.

• Ability to work independently and as part of a geographically dispersed team.

• Ability to learn new technologies and apply them to triaging and routing customer security requests.

• Maintain awareness of industry trends, developments, and best practices in information security and customer trust.

Education / Experience

• Bachelor's degree.

• 2–3 years of experience in customer success operations, security/compliance coordination, vendor risk management, sales/support operations, or a related cross-functional operations role.

• Direct experience working in Salesforce, including case/ticket management, dashboards, and reporting.

• Prior experience responding to security questionnaires such as SIG, CAIQ, or customer due diligence packages preferred.

• Familiarity with SOC 1/SOC 2 reporting concepts and general information security terminology preferred.

• Experience building or maintaining operational dashboards and reporting for a Customer Success or Support organization preferred.

• Background in SaaS, financial technology, or a similarly regulated industry preferred.

At our core, Trintechers stand committed to fostering a culture rooted in our core values – Humble, Empowered, Reliable, and Open. Together, these values guide our actions, define our identity, and inspire us to continuously strive for excellence in everything we do.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or disability.