Process Analyst (Customer Support)

Department: Training and Quality

Employment Type: Full Time

Location: Remote

Reporting To: Rachna Bora

Description

As a Process Analyst, you will play a key role in optimizing and standardizing customer and partner support operations. Your work will directly impact customer satisfaction and operational efficiency by analyzing, designing, and implementing process improvements. You will collaborate closely with cross-functional teams, including customer support agents, ops-managers, the Training team, Product, and other stakeholders, to ensure processes are customer-centric and aligned with organizational goals.

A strong background in customer support is critical for this role, as you will leverage your expertise to identify pain points, design effective workflows, and ensure seamless customer experiences.

Key Responsibilities

Process Optimization:

• Apply your deep understanding of customer support best practices to design processes that improve customer satisfaction and resolve pain points.
• Analyze existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
• Design and implement process improvements that enhance efficiency, consistency, and customer satisfaction.
  
  
  

Formalized Workflow Documentation:

• Create and maintain formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.
• Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.
• Regularly update workflows to reflect changes in CRM tools, product updates, or evolving customer needs.
  
  
  

Cross-Functional Collaboration:

• Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process improvements with organizational goals.
• Contribute to CRM tool development by providing input on customer support requirements and ensuring the tool aligns with operational needs.
  
  
  

Skills, Knowledge & Expertise

Education:

• Bachelor's degree in Math, Engineering, Software Development, Business Administration, Operations Management, or a related field. Relevant certifications or additional qualifications are a plus.
  
  
  

Experience:

• Proven experience in customer support operations, with a deep understanding of customer service principles, problem-solving techniques, and conflict resolution.
• Prior experience as a process analyst, business analyst, or similar role, preferably in a customer support or service environment.
  
  
  

Technical Skills:

• Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems).
• Proficient in process modeling techniques and tools (e.g., BPMN, flowcharts, process mapping).
• Strong analytical skills with the ability to gather and interpret data, identify patterns, and provide actionable insights.
  
  
  

Soft Skills:

• Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
• Detail-oriented mindset with the ability to critically evaluate and improve processes for efficiency and effectiveness.
• Strong project management skills, including the ability to prioritize tasks, manage timelines, and drive projects to completion.
  
  
  

This role is ideal for a customer support professional who is passionate about process improvement and delivering outstanding customer experiences. If you are a detail-oriented, data-driven thinker with a customer-first mindset, we encourage you to apply!