Senior Customer Support Analyst

Job Summary

Collaborating with internal teams and external stakeholders, the full-time remote Senior Customer Support Analyst will manage complex technical communications, oversee ticket escalations, and ensure exceptional customer experiences across the client portfolio.

Key responsibilities:

• Serve as the final escalation point for complex Zendesk tickets, maintaining strict SLAs and overseeing queue performance metrics
• Lead external client communications, translating complex methodologies and reporting metrics into clear, executive-ready explanations
• Mentor and guide junior analysts through technical workflow coaching and skill development

Required qualifications:

• Advanced experience writing SQL queries (MySQL) and troubleshooting complex datasets
• Direct experience generating and validating digital tracking tags/pixels across web and streaming environments
• Proven experience in ticket queue management and performance metrics improvement in platforms like Zendesk or Jira
• Demonstrated ability to integrate AI into technical support workflows and optimize prompt engineering
• Exceptional written communication skills with a track record of leading client-facing communications