Customer Service Analyst

Role - Customer Service Analyst

Location - San Ramon, California,

Key Responsibilities

• Lead onshore development and enhancement activities for the Gladly customer service technology platform.

• Partner with business teams to gather requirements, clarify priorities, and convert them into technical deliverables.

• Own solution design, development coordination, testing, and release readiness.

• Work closely with offshore teams to manage build, defect resolution, and deployment support.

• Drive issue triage, production support, and post-release stabilization.

• Support integrations with surrounding customer service tools and internal systems.

• Maintain clear documentation for business rules, workflows, and technical changes.

• Monitor platform performance and identify opportunities for improvement.

• Serve as the key onshore bridge between business users and technology teams.

Updated Required Qualifications

• 7+ years of experience in customer service technology, technical delivery, or related roles.

• Gladly experience would be preferred

• Strong hands-on development or implementation experience.

• Proven ability to operate in a techno-functional capacity.

• Experience with customer service technology in retail industry is mandatory.

• Experience working with business stakeholders to gather requirements and translate them into technical deliverables.

• Experience leading solution delivery, testing, and production support.

• Strong communication, stakeholder management, and problem-solving skills.

• Ability to prioritize in a fast-paced, high-visibility environment.

• Experience collaborating with distributed teams and multiple business functions.

• Exposure to workflow automation, AI-enabled service, or process optimization.