Lead Customer Service Platforms Analyst
Lead Customer Service Platforms Analyst
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$ 65000 - 120600
1 Vacancy
Job Description
Help empower our global customers to connect to culture through their passions.
Why youll love this role
We are seeking an experienced Lead Customer Service Platforms Analyst to lead the technical optimization of our customer service platform. In this role youll act as the technical expert on all customer service platforms ensuring the systems are configured integrated and leveraged to deliver a seamless and efficient customer experience. You will partner closely with operations product and engineering teams to build scalable solutions that enhance agent performance customer satisfaction and operational insights.
What you will do
- Create the endtoend technical configuration optimization and administration of the Gladly platform based on the technical strategy and requirements.
- Design and implement advanced workflows rules integrations and automations (including AI) to streamline support operations.
- Serve as the internal Customer Service Platform SME and technical liaison to both internal stakeholders and the external platform support teams.
- Lead integration projects between Customer Service platforms and thirdparty platforms (e.g. ecommerce telephony ticketing AI tools).
- Perform indepth analysis of performance metrics customer behavior data and platform usage patterns to uncover optimization opportunities and drive efficiency improvements with measurable impact.
- Manage the implementation of new features ensuring proper integration and the comprehensive rollout of supporting documentation.
- Monitor system performance and availability proactively diagnosing and resolving technical issues to ensure optimal stability and reliability.
- Partner with engineering teams or external vendors to design develop and maintain custom API integrations.
- Implement the routing strategy by developing and maintaining our platforms.
- Serve as the Customer Service SME for API connections for Customer Service Platforms including but not limited to: Gladly Playvox Qualtrics.
- Understand KR trends and goals to help identify opportunities in the business for automation process improvements or system improvements (IVR and chatbot) to further push toward goals.
- Communicate insights and analysis to key stakeholders through presentations graphs report tables and written reports.
- Develop and manage AI Guides in Gladly for email chat telephony and additional channels as StockX expands its channel offerings based on the technical strategy and requirements.
- Collaborate with Data Engineering and Analytics teams to identify the relevant fields reports and prebuilt APIs to be ingested into the data warehouse for powering Analytics dashboards.
- Collaborate with the Analytics and Data Engineering teams to implement and execute data quality validation processes ensuring the integrity accuracy and consistency of the data being ingested and provided.
- Partner with teams across marketing market integrity operations analytics finance and customer experience to analyze their data trends and future plans assessing potential impacts on customer service key results (KRs).
- Collaborate with CS leadership and external stakeholders to gather requirements for feature changes and bugs.
- Convey insights and analytical outcomes to key stakeholders through advanced data visualizations interactive dashboards structured report tables and comprehensive technical documentation.
- Continuously identify and rectify customer pain points in our Customer Service contact process to ensure the best customer experience.
- Keep current with feature updates and releases across all customer service platforms.
- Maintain rigorous documentation of system configurations workflows and change logs.
- Data mine cleanse and combine large datasets from different entities of Gladly and other platforms to provide insights to the CS department for change management process improvement system improvement self service improvement and performance improvement.
About you
- 2 years of experience administering Gladly or similar advanced customer service platforms (Zendesk Salesforce Service Cloud etc.).
- Strong understanding of CRM architecture contact center workflows and support operations.
- Proven experience integrating Gladly (or similar platforms) with other tools using APIs middleware (e.g. Zapier Workato) or custom development.
- Familiarity with data analysis tools and methodologies (e.g. reporting dashboards Tableau SQL Looker etc.).
- Strong analytical project management and problemsolving skills.
- Experience using machine learning and artificial intelligence to improve the customer experience and reduce customer inquiries through automated resolutions.
- Strong skills in Microsoft Excel.
- Experience in technical documentation and process design.
- Excellent communication skills and ability to work crossfunctionally with technical and nontechnical teams.
Nice to have skills
- Familiarity with scripting (JavaScript JSON)
- Familiarity with tools like Segment Twilio Microsoft Azure etc.
Pursuant to the various pay transparency laws/acts the base salary is between $65000 to $120600 plus opportunities for benefits (e.g. medical dental) equity and discretionary bonuses. Compensation is dependent on geography and may vary.
Pursuant to the San Francisco Fair Chance Ordinance Los Angeles Fair Chance Initiative for Hiring Ordinance and any other state or local hiring regulations we will consider for employment any qualified applicant including those with arrest and conviction records in a manner consistent with the applicable regulation.
StockX is proud to be a Detroitbased technology leader focused on the large and growing online market for sneakers apparel accessories electronics collectibles trading cards and more. StockXs powerful platform connects buyers and sellers of highdemand consumer goods from around the world using dynamic pricing mechanics. This approach affords access and market visibility powered by realtime data that empowers buyers and sellers to determine and transact based on market value. The StockX platform features hundreds of brands across verticals including Jordan Brand adidas Nike Supreme BAPE OffWhite Louis Vuitton Gucci; collectibles from brands including LEGO KAWS Bearbrick and Pop Mart; and electronics from industryleading manufacturers Sony Microsoft Meta and Apple. Launched in 2016 StockX employs 1000 people across offices and verification centers around the world. Learn more at .
Required Experience:
IC
Employment Type
Full Time
