Sr. Analyst - Customer Experience/Support

Key responsibilities

• Support the Customer Support function by ensuring timely and accurate responses to user queries and client escalations.
• Coordinate end-to-end ticket resolution, ensuring smooth triaging and collaboration between Support, Delivery, and Product teams.
• Monitor turnaround times (TAT) and SLA adherence, flagging delays, bottlenecks, or exceptions for corrective action.
• Conduct regular quality checks on customer interactions and share structured feedback with relevant stakeholders to improve response standards.
• Analyze ticket trends, usage patterns, customer friction points, and adoption insights to identify recurring issues and improvement opportunities.
• Prepare and share weekly/monthly reports on ticket volumes, SLA performance, productivity, quality, and customer metrics to support CS and product teams.
• Collect and synthesize customer feedback (CSAT, surveys, comments) to generate i...