Business Analyst

Job Summary

Managing customer operations, the contract Business Analyst will execute complaint routing, support customer experience handoffs, and handle executive escalations in a fully remote environment.

Key responsibilities

• Execute routing models for complaints across various departments using established SOPs
• Support and maintain interaction models for VIP and high-touch customers
• Manage executive level escalations with timely communication and thorough follow-through

Required qualifications

• 3+ years of experience in customer operations, escalations, or service management
• Proven ability to manage complex customer issues and high-stakes service scenarios
• Polished written and verbal communication skills aligned with brand tone
• Ability to make sound decisions without heavy oversight
• Skilled at following SOPs and documenting work appropriately