Business Operations Analyst I

• Welcome to the Agentic Commerce Era
• At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. Simply said, we help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers, working together to shape the future of commerce, this is the place for you.
• As a Business Operations Analyst, you'll be responsible for optimizing business processes and supporting customer operations across critical functions, including Billing, Account Services, Trust & Safety, and Provisioning. This role requires strong organizational and communication skills, as well as proficiency with core business systems, to ensure the efficient resolution of merchant inquiries and timely execution of internal operational tasks.

What you’ll do

• Billing and Financial Operations:
• Act as the Primary Contact (POC) for the CSM team on all billing inquiries and resolve general questions.
• Process financial transactions, including credits, refunds, and cancellations, ensuring required approvals are documented.
• Provide expert clarification on complex billing issues like prorations and amendments.
• Manage and escalate complex situations while maintaining oversight of personal case reports.
• Utilize and maintain proficiency with key systems such as Salesforce, Zuora, and various payment systems.
• Account and Merchant Services (Primarily Retail):
• Execute administrative changes for retail merchants, including processing cancellations, store downgrades, and transfers.
• Manage store lifecycle tasks such as extending store trials, adding trials, and enabling/disabling Multi Storefronts (MSFs).
• Provide assistance and research support for technical and financial inquiries within the AS Slack channel and for “unknown” charges in Cybersource.
• Trust and Safety Enforcement:
• Protect the platform by processing DMCA and Verify Account Ownership requests.
• Conduct investigations into fraudulent account activities and spamming reports.
• Action requests from the Legal Team, including subpoena data pulls and store termination/suspension.
• Provisioning and Subscription Management:
• Manage the full service provisioning lifecycle, from reviewing order forms to creating and linking new stores (e.g., between BMP and Salesforce).
• Install and activate advanced services like B2B and manage subscriptions (amending, renewing, and terminating plans).
• Ensure effective internal communication by contacting opportunity owners or Customer Success Managers when necessary to review specific aspects of a case.
• Process Improvement and Case Management:
• Proactively identify errors in existing processes, suggest, and document improvements, including exploring opportunities for using AI.
• Maintain rigorous case follow-up, ensuring timely engagement with relevant stakeholders (tagging the right people).
• Keep track of pending provisioning and follow-up cases.

Who you are

3+ years experience in Business Operations and/or administrative related roles, including 2+ years operations experience, preferably at a SaaS, eCommerce or other subscription-based company.

Experience in business operations

• A Bachelor’s degree, or equivalent work experience.
• Familiarity with Salesforce, Zuora, Impartner, and Marketo.
• Familiarity with end-to-end process design, rollout, and project management.
• Proven record using operations expertise to improve efficiency and drive productivity.
• Strong proficiency in financial/numerical analysis (e.g., vlookups and report generation) combined with exceptional reading habits.
• A proven self-starter who can take full ownership of projects and drive results with minimal supervision.
• Excellent interpersonal, verbal and written communication skills
• #LI-KE1
• #LI-REMOTE
• (Pay Transparency Range: MXN 297,087.00 - 445,631.00)
• Inclusion and Belonging
• At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.
• We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at Commerce, please let us know during any of your interactions with our recruiting team.
• Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/
• Protect Yourself Against Hiring Scams: Our Corporate Disclaimer
• Commerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.
• Be advised:
• Commerce does not offer jobs to individuals who do not go through our formal hiring process.
• Commerce will never:
• require payment of recruitment fees from candidates;
• request personally identifiable information through unsanctioned websites or applications;
• attempt to solicit money from you as part of the hiring process or as part of an employment offer;
• solicit money to complete visa requirements as part of a job offer.
• If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.