Process Analyst (Customer Support) - Remote

 As a Process Analyst (Customer Support), you will play a crucial role in improving and standardizing our customer and partner support operations. Your work will directly impact customer satisfaction and operational efficiency by analyzing existing processes, identifying inefficiencies, and designing improvements.

Working closely with customer support agents, managers, Training, Product, and other stakeholders, you will ensure that all support processes align with organizational goals and enhance the overall customer experience.

Key Responsibilities

Process Optimization

✅ Identify pain points and implement customer-centric solutions
✅ Analyze current support workflows to improve efficiency
✅ Design and implement process improvements that enhance customer satisfaction

Formalized Workflow Documentation

✅ Create and maintain clear, actionable workflows for support agents
✅ Develop detailed step-by-step instructions for CRM tool usage
✅ Regularly update procedures to reflect product or operational changes

Cross-Functional Collaboration

✅ Work with customer support agents, managers, and training teams to refine processes
✅ Contribute insights to CRM tool development based on operational needs
✅ Align process improvements with organizational goals

What You Bring

Education & Experience

✔️ Bachelor’s degree in Math, Engineering, Software Development, Business Administration, or a related field (certifications are a plus!)
✔️ Strong background in customer support operations
✔️ Experience in process analysis or business analysis, preferably in a service environment

Technical Skills

✔️ Familiarity with CRM software & ticketing systems
✔️ Expertise in process modeling tools (BPMN, flowcharts, process mapping)
✔️ Strong analytical and data interpretation skills

Soft Skills

✔️ Excellent communication & collaboration skills
✔️ Detail-oriented mindset for process improvement
✔️ Strong project management and problem-solving abilities


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