Lead Customer Support Analyst

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