Analyst, Customer Support
Core
Resolve complex post-sales customer issues across multi-channel queues (email, cancellations, international shipments) using data-driven insights to ensure timely, personalized support.
Role type
Analyst, Post Sales Support
Builds
Customer support operations and resolution workflows for luxury retail brands
Domain
Luxury retail, e-commerce, logistics
Deliverable
dashboards & analysis
Required skills
queue management, multi-channel ticketing systems, order history research, stakeholder coordination, pattern identification, SLA adherence, process improvement
Preferred skills
analytical investigation, problem-solving, multi-tasking, proactive case monitoring
Responsibilities
Deliver end-to-end resolutions for complex customer issues; monitor and resolve older or pending cases; research customer accounts and order histories; manage multiple operational queues; coordinate with internal stakeholders; identify emerging issue patterns and escalate; maintain queue hygiene and adhere to SLA standards; participate in daily team standups and weekly reviews; contribute to process improvement initiatives.
Seniority
Mid-level, hands-on IC
