Analyst Customer Support Standards & Programs
New
Based in the United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- At least 1 year of experience in customer service, sales, airline, or related fields.
- Required Skills
- Project ManagementMicrosoft ExcelDocumentationPowerPoint
Requirements
- High school diploma or GED required.
- Bachelor’s degree preferred.
- At least 1 year of experience in customer service, sales, airline, or related fields.
- Customer support experience and exposure to project management or operations environments preferred.
- Strong knowledge of Microsoft Office tools, including Excel, Word, PowerPoint, and SharePoint.
- Experience supporting projects, coordinating timelines, and identifying resources needed for successful execution.
- Strong written and verbal communication skills.
- Excellent organizational skills with the ability to create clear and accurate documentation.
- Detail-oriented mindset with the ability to manage multiple projects simultaneously.
- Knowledge of process mapping tools such as Visio is a plus.
- Project Management Professional (PMP) certification is a plus.
- Ability to work independently and collaboratively across multiple departments.
- Willingness to travel occasionally (up to 10%).
- Ability to work flexible hours when needed and respond to short-notice requests.
Responsibilities
- Support project prioritization, planning activities, timelines, and execution across customer support initiatives.
- Assist with rollout schedules by identifying required resources, dependencies, risks, and project updates.
- Prepare and maintain customer support documentation related to policies, procedures, and operational standards.
- Analyze operational performance, customer satisfaction metrics, and team impacts to identify improvement opportunities.
- Support cross-functional process reviews by evaluating current workflows, identifying gaps, and helping design future-state processes.
- Assist with the creation and implementation of customer support standards, programs, and process improvements.
- Generate reports and provide regular project status updates to relevant stakeholders.
- Serve as a subject matter resource for customer support operations and standards.
- Write, edit, and proofread knowledge base content, operating manuals, and support documentation while maintaining brand guidelines.
- Support the transition of completed projects to operational teams for ongoing maintenance, measurement, and continuous improvement.
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