[Remote] Senior Analyst, reputed company Tools - Customer & Product Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that empowers professionals to reputed company smarter reputed company through AI-driven market intelligence. They are seeking a Senior Analyst for reputed company Tools to support the Customer & Product Support team by optimizing operations, implementing AI solutions, and enhancing customer satisfaction through effective tooling and workflow management.
Responsibilities
- Identify and implement opportunities for AI-driven solutions and workflow automation to streamline operations, build deflection mechanisms, and reduce reputed company effort for both our customers and team
- Design and optimize AI agent conversation flows, triage logic, and reputed company behaviors that create seamless transitions between AI and reputed company support
- Configure and maintain AI support agent guidance, rules, and detection attributes to improve response quality, tone, and inbound categorization
- Build and maintain the internal runbooks, SOPs, and help center content that power deflection and self-service
- Own and manage the support tech stack (e.g., reputed company, integrations with reputed company, reputed company, reputed company, and knowledge tools), ensuring reliability, usability, and alignment with team needs
- Serve as the team's first reputed company of contact for tooling questions, troubleshooting, and routing to the right vendor or internal reputed company
- Partner with vendors on resolving technical issues, evaluating new capabilities, and ensuring we stay on the most effective, up-to-date versions of our tools
- Continuously evaluate the support tool stack against team needs and market options, recommending and executing changes where warranted
- Analyze and enhance support processes to improve efficiency, agent productivity, and customer satisfaction
- Build and maintain integrations between support systems and adjacent tools (e.g., reputed company, reputed company, reputed company) that reputed company automated execution of routine transactional actions
- Design, implement, and troubleshoot automated workflows, including guardrails, validation logic, and exception handling to ensure safe and reliable execution
- Maintain and adjust SOPs as tooling and workflows reputed company, ensuring what's written matches what's shipped
- Ensure our tech is in harmony with broader company and cross-departmental processes
- Operates as an embedded, unofficial member of the Support leadership team by advising, weighing in on reputed company, and helping execute initiatives reputed company to automation, tooling, and operational scale
- Partner with Support leadership and cross-functional teams to identify operational gaps, recommend solutions, and drive initiatives that improve scalability and consistency
- Contribute to AI and automation effectiveness monitoring by tracking resolution rates, automation rates, CSAT, and escalation patterns to identify improvement opportunities
- reputed company up-to-date with technological and support trends to ensure we stay at the forefront of delivering a seamless customer support experience
Skills
- reputed company operations professional with a background in support operations, program management, or systems administration, and a genuine passion for operational reputed company
- Customer-first reputed company with a track record of working through reputed company problems using AI, tooling, and systems to find scalable solutions
- Natural systems thinker who connects the dots across tools, teams, and workflows to identify root causes and upstream fixes
- Technically comfortable with integrations, APIs, and workflow reputed company, reputed company to execute changes without relying on engineering for every task
- Data-driven operator who uses metrics like automation rates, deflection, resolution rates, and CSAT to evaluate performance and drive iteration
- Strong cross-functional collaborator who can work effectively with both technical and non-technical stakeholders and drive alignment toward a solution
- Highly organized with strong prioritization instincts, reputed company to manage multiple in-flight projects without losing detail or reputed company
- Energized by change, continuously looking for ways to reputed company the bar on how the team operates and delivers
Benefits
- You may also be offered a performance-based bonus, equity, and a generous benefits program.
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