Customer Care Analyst

Role responsibilities

• Resolve complex and escalated (Level 2) customer and store inquiries across phone, email, chat, and social media channels for U.S. and Canadian operations.
• Handle high-impact and sensitive cases, including claims, refund requests, invoice-related inquiries, gift card issues.
• Provide dedicated support for stores and customers, ensuring accurate and brand-aligned communication.
• Ensure strict SLA compliance, including rapid response and timely resolution of escalated issues.
• Perform advanced troubleshooting and root cause analysis, leveraging systems and knowledge base content to resolve complex cases.
• Act as an escalation layer beyond L1, managing issues that require deeper analysis and decision-making.
• Collaborate with supervisors and managers to manage escalations and ensure proper case resolution; limited interaction with district managers.
• Support multi-channel operations, including: phone (Genesys), Social media (high-priority channel), case management systems (Salesforce).
• Track, document, and monitor escalated cases, ensuring full traceability and accurate resolution.
• Identify trends and recurring issues, providing insights and feedback to improve processes and customer experience.
• Leverage digital analytics and performance data to improve SLA performance and overall customer experience.
• Collaborate with cross-functional teams (IT, Marketing, Customer Service) to resolve issues, align processes, and enhance end-to-end customer support.

Profile

• Bachelor’s degree in Business, Marketing, Communications, or related field.
• 3+ years of experience in customer service, customer relations, or reputation management.
• Experience handling escalated or complex customer cases.
• Exposure to call center operations, SLA management, and multi-channel support.
• Ability to manage complex and high-pressure customer interactions.
• Experience with customer service tools (e.g., Salesforce, Genesys) is a plus
• Advanced English Proficiency (C1)