Support Operations Analyst

The Opportunity

The $1.2T automotive industry is a pillar of American culture, representing nearly 5% of U.S. GDP and shaping how people live and move every day. At the center of this ecosystem are dealerships—trusted local businesses that help consumers navigate one of the most important purchases they make.

Today, the industry is at an inflection point. Consumers expect the same speed, personalization, and convenience they experience in modern digital-first industries. At the same time, tighter margins and rising costs are driving a need for operational efficiency beyond what traditional software can support. Together, these shifts create a powerful opportunity to reimagine how dealerships deliver seamless experiences and build lasting customer relationships.

Dealers who modernize how they communicate and operate will unlock efficiency, deepen loyalty, and win long-term relationships. It is time to upgrade automotive retail to the 21st century.

About Mia

Mia Labs is an investor-backed startup on a mission to modernize dealership operations and transform the automotive consumer experience. Our AI agent, Mia, turns every call or inquiry into an opportunity, improving customer satisfaction and dealership performance through automation that feels human. We are trusted by some of the nation's largest dealership groups and are rapidly scaling our team, product offerings, and customer base.

We’re looking for a Support Operations Analyst to partner closely with our Client Success Analyst (your manager) to keep Mia running smoothly for our dealers. You’ll spend your time working Issue Reports, creating and maintaining Tech Support tickets, spotting patterns across stores and integrations, and helping us turn firefighting into a repeatable, scalable process.

This is a great role for someone who likes debugging messy real-world problems, writing clear explanations, and collaborating with both technical and non-technical teams.

• Monitor incoming Issue Reports from dealerships and account teams.

• Triage, categorize, and prioritize issues based on impact and agreed SLAs.

• Investigate calls using our dashboard and logging tools (e.g., “who hung up?”, routing behavior, silence, missed transfers).

• Draft clear, empathetic client responses and collaborate with CS/Accounts on messaging when needed.

• Create and maintain structured Tech Support (TS) tickets in Jira (or equivalent), with clear problem statements, examples, and acceptance criteria.

• Identify duplicate or related issues and help group/merge them under shared root causes.

• Track progress on tickets and keep their status, notes, and links to Issue Reports up to date.

• Partner with Engineering to clarify requirements, reproduce issues, and verify fixes.

• Help identify patterns across dealerships (e.g., recurring routing problems, integration failures, scheduling behavior).

• Work with your manager to flag “at-risk” accounts based on volume, severity, and type of issues.

• Assist in basic validation around integrations (xTime, My Status Plus , CRM integrations, etc.) following agreed playbooks.

• Contribute to and maintain internal documentation (Confluence, Google Docs, etc.) for:

  • Common issues and resolutions

  • Configuration behaviors in the Mia dashboard

  • How-to guides for internal teams and dealers

• Help build and maintain Text Expander (or similar) snippets so responses are consistent and fast.

• Suggest improvements to our dashboards, views, and workflows to make it easier to triage and resolve issues.

• Experience in a support, operations, CS, QA, or technical troubleshooting role.

• Strong written communication — you can explain complex behavior in simple, direct language.

• Comfort digging through tools/logs to answer “what actually happened here?”

• Solid organizational skills: you can keep many small issues straight while still spotting big-picture patterns.

• A collaborative style: you’re comfortable working with CS, Accounts, Implementation, and Engineering, and asking questions when something’s unclear.

• Curiosity and resilience, you like unraveling root causes, not just closing the first symptom you see.

• Experience with Jira, Hub Spot, or…