Tech Stack

Description

You will lead a team of analysts handling customer escalations and complex queries in a fast-paced SaaS environment. Collaborate with cross-functional teams to improve processes, analyze trends, and drive customer satisfaction. Prepare performance reports and insights using tools like Power BI and Salesforce.

Requirements

• 5+ years experience in customer-facing roles in tech/SaaS
• 4+ years experience managing or mentoring teams
• Proven track record in handling high-impact escalations and quality audits
• Strong analytical skills with Excel (pivot tables, VLOOKUP) and Power BI
• Excellent verbal and written communication skills

Responsibilities

• Lead and manage a team of analysts for data review and quality compliance
• Handle customer escalations and complex queries with timely resolution
• Collaborate with cross-functional teams to improve process efficiency and customer experience
• Analyze transaction trends and performance metrics to identify improvements
• Prepare and present performance reports using Power BI and Excel