Lead Customer Support Analyst
- Full-time
A company is looking for a Lead Customer Support Operations Analyst.
Key Responsibilities
Oversee a team of Customer Support Operations Analysts, providing coaching and performance management
Coordinate and monitor support programs including Workforce Management, Quality Assurance, and AI-driven initiatives
Analyze operational metrics and implement improvement plans to enhance customer experience
Required Qualifications
3-5+ years of experience in customer support operations, with 1-2 years in a supervisory role
Proficiency with data reporting and visualization tools (Excel, SQL, Power BI / Tableau)
Experience with customer support / ticketing systems, Workforce Management, and Quality Assurance tools
Ability to mentor, coach, and motivate teams to achieve results
Experience in designing and maintaining operational documentation and SOPs
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