Lead Process Analyst (Customer Support)

Department: Training and Quality

Employment Type: Full Time

Location: Remote

Reporting To: Rachna Bora

Description

As the Lead Process Analyst, you will oversee a team of 2-3 Process Analysts, driving the optimization and standardization of customer and partner support operations. Your role will be critical in ensuring the team delivers high-quality process improvements that enhance customer satisfaction and operational efficiency. You will act as a bridge between your team and cross-functional stakeholders, including customer support agents, ops-managers, Training team, Product, and other departments.
A strong background in customer support is a critical requirement for this role, as you will leverage your expertise to guide your team in analyzing, designing, and implementing processes that directly impact customer experience. Your leadership will ensure the team maintains a customer-centric approach while aligning with organizational goals.

Key Responsibilities

Team Leadership:

• Manage and mentor a team of 2-3 Tools and Process Analysts, providing guidance and support to ensure high performance and professional growth.
•  Foster a culture of continuous improvement and customer-centricity within the team.

Process Optimization:

•  Oversee the analysis of existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
•  Leverage your deep understanding of customer support best practices to guide the team in designing processes that improve customer satisfaction and resolve pain points.

Formalized Workflow Documentation:

• Lead the creation and maintenance of 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.
• Represent the team in discussions with Product to contribute to CRM tool development and ensure the tool aligns with customer support requirements.

Skills, Knowledge & Expertise

Qualifications:

• 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.
• Demonstrated leadership experience, with the ability to manage and mentor a team effectively.

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 expert with leadership experience who is passionate about driving process improvements and delivering outstanding customer experiences. If you are a strategic thinker with a customer-first mindset, we encourage you to apply!