Job Title: Product Operations Analyst

Reporting to: Manager, Product Operations, Technology


Envoy Global is on a mission to disrupt the global immigration process! Our patented online platform integrates the best of people and technology to streamline, simplify and expedite the immigration process for employers and individuals.

We’re a fast-growing, award-winning technology company, a leader in our space, and are backed by some of the country’s leading venture capital and growth equity firms! 


You Will:

  • Manage support queue and resolve issues within SLA (Service Level Agreement)
    • Triage incoming bug reports and escalate based on prioritization procedures
    • Support internal users through troubleshooting product related issues
    • Provide call support for the Customer Experience and Customer Relationship Management teams in the event of a user (Human Resources and/or Foreign Nationals) requiring Tier II support
    • Communicate effectively with users on timelines and solutions
  • Work with Product Management and Quality Assurance to resolve customer facing bugs and feature improvements
    • Assist in managing projects, such as, feature enhancements and how user feedback and data are analyzed through product support
  • Interpret trends and create monthly reporting for internal teams
    • Customize solutions for internal team trends based on analytics reporting
  • Create documentation for users regarding: training, on-boarding, and feature updates
  • Train and transfer knowledge across departments based on new and existing product requirements
  • Provide support for QA in testing improvements, bugs, and reporting issues
  • Collaborate with the Development team to understand the requirements of product building


You Have/Are:

  • Relevant experience in customer support, consulting, implementation, engineering, or technical problem-solving: preferably at least 3+ years
  • Immigration experience highly preferred
  • Personable, clear, and informative communication style via email, on the phone, and in person
  • Extremely effective time and task management skills and excellent organizational skills
  • Ability to think critically about projects, issues, and solutions, focusing on desired outcomes and business needs
  • Team player who will do whatever it takes to make us a better team while keeping customers engaged, knowledgeable, and production
  • Professional flexibility – ability to tackle new assignments and roles at a fast-moving pace
  • Strong organization skills, detail orientation, and problem-solving abilities
  • Tech-savviness to learn new technologies: including but not limited to, Envoy software platform, Salesforce, Freshdesk, Confluence, JIRA
  • Desire to take on additional tasks, responsibilities, and projects as directed


Why Envoy:


  • Convenient Chicago Loop location – 2 blocks from Metra trains and the CTA
  • Extremely competitive benefits plan including BCBS medical coverage, including FREE employee dental and vision coverage, and a company-matched 401k plan that vests immediately
  • Stock options after one year of employment
  • Annual accrual of 18 days of paid time off (PTO), 2 personal days, and 9 paid holidays per year
  • Paid Parental Leave Program
  • Casual work environment
  • In-office company-paid gym membership with LifeStart Gym
  • Company sponsored lunches, happy hours, and events throughout the year
  • Healthy snacks & unlimited LaCroix
  • Built In Chicago’s 2019 Best Places to Work
  • Monthly Product Lunch & Learns and ongoing Career Development/Training
  • Moxie Award Winner for Best Service Provider in 2015 and Most Disruptive Startup in 2016
  • Rated as one of the top 50 employers for Gen Y Emerging Talent in Chicago
  • Chicago Inno 50 of Fire – B2B Winner  
  • Growing social responsibility programs & partnerships
  • Opportunity to work for an organization that changes lives every day!



Envoy Global is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief.

EOE AA M/F/Vet/Disability

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