Lead Customer Service Platforms Analyst

Job Description

• Creating the end-to-end technical configuration, optimization, and administration of the Gladly platform.
• Designing and implementing advanced workflows, rules, integrations, and automations.
• Serving as the internal Customer Service Platform SME and technical liaison.
• Leading integration projects between Customer Service platforms and third-party platforms.
• Performing in-depth analysis of performance metrics and customer behavior data.
• Managing the implementation of new features and ensuring proper integration.
• Monitoring system performance and proactively resolving technical issues.
• Partnering with engineering teams to design, develop, and maintain custom API integrations.
• Implementing the routing strategy by developing and maintaining platforms.
• Collaborating with Data Engineering and Analytics teams to identify relevant fields and reports.
• Continuously identifying and rectifying customer pain points.
• Maintaining rigorous documentation of system configurations and change logs.
• Data mining and cleansing large datasets to provide insights for improvements.

• 2+ years of experience administering Gladly or similar customer service platforms.
• Strong understanding of CRM architecture, contact center workflows, and support operations.
• Proven experience integrating platforms with other tools using APIs or middleware.
• Familiarity with data analysis tools and methodologies.
• Strong analytical, project management, and problem-solving skills.
• Experience using machine learning and artificial intelligence.
• Strong skills in Microsoft Excel.
• Experience in technical documentation and process design.
• Excellent communication skills and ability to work cross-functionally.

• Opportunities for benefits (e.g., medical, dental).
• Equity.
• Discretionary bonuses.