Sr. Above Market Customer Support Analyst

Sr. Above Market Customer Support Analyst

The Sr. Above Market Customer Support Associate is a key member of our global client support team, providing high-quality, timely assistance to some of our largest clients across multiple markets. You will resolve client queries via modern service platforms, create accurate KPI and insights materials, and act as a connector between local, regional, and global teams to ensure a seamless service experience. This role offers visibility, growth potential, and the opportunity to learn from senior leaders while operating in a fast-paced, data-driven environment.

Responsibilities: What You'll Do

• Client Support & Query Resolution

o Provide outstanding day-to-day support for client questions via the client service platform (meeting SLAs for speed, accuracy, and quality).

o Play a connector/enabler role—triaging, prioritizing, and following through on requests until resolution; escalate thoughtfully when required.

• Reporting, Analysis & Content Creation

o Build and deliver high-quality KPI reports, dashboards, and client-ready materials using internal data sources.

o Extract, check, and format data accurately from internal databases; translate outputs into clear, actionable insights for senior stakeholders.

o Create concise updates/presentations on product enhancements and releases to support client engagement.

• Cross-Functional Collaboration

o Liaise with local, regional and Global teams (e.g., Client Delivery, Consulting/Analytics, Commercial, Operations, Product/Data Science) to complete tasks and ensure connected, on-time delivery.

o Contribute to a consistent, above-market service model by sharing best practices and supporting knowledge-building across teams.

• Quality, Governance & Continuous Improvement

o Monitor key service metrics (e.g., response time, first-time resolution, quality flags) and contribute to improvements.

o Identify recurring issues and quality trends; suggest process or product enhancements to prevent future escalations and improve experience.

o Maintain high standards of governance, documentation, and data quality.

Education & Experience

o Post Graduate degree: Business, Economics, Management, other related field.

o Experience in a data-driven environment or client support function preferred; market research exposure is a plus.

Technical Skills

o Proficiency in Microsoft Excel (required) and PowerPoint/Word (required).

o Familiarity with Power BI and comfort working with databases/internal tools to extract and structure data.

o Strong attention to detail, data accuracy, and version control.

Core Competencies

o Strong problem-solving skills; ability to structure data and answer business questions succinctly.

o Excellent written and verbal communication skills; capable of producing clear, senior-ready content.

o Organized, reliable, and able to manage personal workload to meet agreed timelines in a virtual, multicultural environment.

o Customer-centric mindset—empathetic, responsive, and solution-oriented; team player who also works well independently.

o Openness to change and continuous learning; proactive in spotting improvements.

Success Measures (KPIs & Outcomes)

o SLA adherence (response & resolution time)

o First-time resolution rate and quality/accuracy score

o Stakeholder satisfaction (e.g., NPS/tNPS or equivalent)

o Timely, error-free delivery of KPI reports and client materials

o Reduction in repeat issues through documented fixes/best practices

Growth & Development

o Exposure to global stakeholders and complex, multi-market client needs

o Opportunities to deepen product and business knowledge

o Pathways to senior roles in client support