[Hiring] Customer Support Analyst @Global Staffing & Talent Solutions

Role Description

The Customer Support Manager provides exceptional post-implementation customer support, serving as a primary point of contact for clients and ensuring their satisfaction with our Travel and Hospitality products. This role focuses on addressing customer inquiries, resolving product-related issues, and delivering how-to knowledge to foster customer relationships. The Customer Support Manager I plays a vital role in driving product adoption, satisfaction, and long-term retention through high-quality service. The CS Manager I responsible primarily for Customer Support is a key driver of customer confidence, engagement, and satisfaction for our customers ongoing.

Accountabilities

• Consistently delivers timely and high-quality responses to customer inquiries and concerns, with support from leadership as required.
• Coordinate cross-functionally with teams like Science and Product to troubleshoot and resolve customer-reported product issues and communicate updates and solutions clearly to customers.
• Provides ongoing product support and helps ensure smooth customer experiences.
• Collaborate with the Customer Success Operations Manager to meet customer needs and support ongoing retention goals.

Responsibilities

• Serve as the day-to-day support contact for assigned customers, managing communication and providing timely, empathetic responses to any questions or concerns.
• Troubleshoot, escalate, and triage customer issues, collaborating with Product, Science, and Customer Success Ops to drive resolution.
• Participate in recurring support check-ins with customers to reinforce engagement and ensure continued satisfaction.
• Monitor and act on customer support KPIs, surfacing trends or potential risks to leadership.
• Capture customer feedback and help prioritize enhancements or fixes based on support trends.
• Contribute to internal documentation and workflows to enhance support processes and improve efficiency.
• Maintain a clear and thorough understanding of product functionality to deliver effective, proactive guidance.
• Assist with data analysis and troubleshooting, providing actionable insights where applicable.
• Identify and share opportunities to enhance the customer experience or introduce new product features where appropriate.
• Build relationships with internal teams and customer peers.
• Actively participate in customer touchpoints as agreed with CS Operations Manager.
• Serve as customer advocate, instilling customer confidence and satisfaction.
• Collaborate with cross-functional peers to understand and solve customer problems and evaluate product design from a customer-facing perspective.
• Contribute ideas to improve products, customer satisfaction, and internal processes.
• Leverage customer relationships to recognize and report upsell opportunities.
• This role may also include assistance to other Customer Success team members including onboarding and training.

Success in the Role

• A successful CS Manager I accepts feedback and areas of development in a constructive manner and adapts behavior as needed.
• A successful CS Manager I responds quickly and appropriately to customer needs.
• A successful CS Manager I reacts calmly and constructively when faced with difficult situations and/or relationships.
• A successful CS Manager I brings a positive perspective in times of conflict to ensure the success of the customer.
• A successful CS Manager I contributes to an atmosphere of openness and candor within the Team.
• A successful CS Manager I reinforces difficult decisions that align with organizational strategies and values.
• A successful CS Manager I maintains a high level of technical knowledge, business acumen, and strategic horsepower.
• A successful CS Manager I completes administrative activities and drives project actions to successful delivery in a consistent and timely manner.

Qualifications

• Bachelor's degree with strong academic credentials (Engineering, Economics or Business preferred).
• 2-4 years of customer-facing experience in technology, product management, or consulting.
• Excellent written and verbal communications skills, including proficiency in MS PowerPoint.
• Creative analytical capabilities and problem-solving skills, leveraging data analysis tools (proficiency in Excel a must, SQL, or BI tool experience a plus).
• Ability to proactively manage multiple commitments and tasks across multiple customers.
• Intellectual curiosity and eagerness to apply rigorous analytics to business problems.