Sr. Analyst - Customer Experience/Support

Key responsibilities

• Support the Customer Support function by ensuring timely and accurate responses to user queries and client escalations.
• Coordinate end-to-end ticket resolution, ensuring smooth triaging and collaboration between Support, Delivery, and Product teams.
• Monitor turnaround times (TAT) and SLA adherence, flagging delays, bottlenecks, or exceptions for corrective action.
• Conduct regular quality checks on customer interactions and share structured feedback with relevant stakeholders to improve response standards.
• Analyze ticket trends, usage patterns, customer friction points, and adoption insights to identify recurring issues and improvement opportunities.
• Prepare and share weekly/monthly reports on ticket volumes, SLA performance, productivity, quality, and customer metrics to support CS and product teams.
• Collect and synthesize customer feedback (CSAT, surveys, comments) to generate insights for service and product enhancements.
• Work closely with Delivery and Product teams to support issue resolution and drive improvements in customer experience.
• Escalate critical or systemic cases to cross-functional teams for timely closure.
• Maintain and refine SOPs, response templates, knowledge base articles, and workflow documentation.
• Contribute to initiatives that reduce repeat tickets, streamline processes, and improve customer satisfaction.
• Assist in self-service and automation initiatives, including FAQs, knowledge base content, and chatbot improvements.
• Represent customer voice through structured insights that support Customer Success and Product priorities.

Skills & Qualifications

Must-Have

• 2+ years of experience in customer support, operations, client success, or service delivery.
• Strong analytical skills, including data interpretation, reporting, dashboards, and product analytics (usage/adoption metrics).
• Excellent written and verbal communication skills.
• Hands-on experience with ticketing tools (JIRA, Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
• Ability to multitask, prioritize, and thrive in a fast-paced environment.
• Experience driving TAT/SLA improvements through cross-team collaboration (Delivery/Product).
• Experience collaborating with Product on technical enhancements from user issues

Good-to-Have

• Experience in SaaS, technology products, or high-volume support environments.
• Knowledge of customer experience metrics (CSAT, NPS, FCR, SLA).
• Familiarity with automation tools, self-service systems, or AI-based support solutions.
• Certification or exposure to process improvement methodologies (Lean, Six Sigma) is a plus.