Sr. Analyst – Customer Experience Full Time

About the Company

VMock empowers students and professionals worldwide with AI-driven personalized career guidance. Trusted by 200+ leading business schools and universities, our platform accelerates career goals for students, alumni, and career centers. Our Gurugram and Chicago teams, consisting of top engineers, data scientists, and product experts, thrive in a collaborative, fast-paced environment fueled by innovation and individual growth. We’re an equal opportunity employer committed to diversity, equity, and inclusion for all, regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Key responsibilities

• Support the Customer Support function by ensuring timely and accurate responses to user queries and client escalations.
• Coordinate end-to-end ticket resolution, ensuring smooth triaging and collaboration between Support, Delivery, and Product teams.
• Monitor turnaround times (TAT) and SLA adherence, flagging delays, bottlenecks, or exceptions for corrective action.
• Conduct regular quality checks on customer interactions and share structured feedback with relevant stakeholders to improve response standards.
• Analyze ticket trends, usage patterns, customer friction points, and adoption insights to identify recurring issues and improvement opportunities.
• Prepare and share weekly/monthly reports on ticket volumes, SLA performance, productivity, quality, and customer metrics to support CS and product teams.
• Collect and synthesize customer feedback (CSAT, surveys, comments) to generate insights for service and product enhancements.
• Work closely with Delivery and Product teams to support issue resolution and drive improvements in customer experience.
• Escalate critical or systemic cases to cross-functional teams for timely closure.
• Maintain and refine SOPs, response templates, knowledge base articles, and workflow documentation.
• Contribute to initiatives that reduce repeat tickets, streamline processes, and improve customer satisfaction.
• Assist in self-service and automation initiatives, including FAQs, knowledge base content, and chatbot improvements.
• Represent customer voice through structured insights that support Customer Success and Product priorities.

Skills & Qualifications

Must-Have

• 2+ years of experience in customer support, operations, client success, or service delivery.
• Bachelor’s degree from tier 1 college or university
• Strong analytical skills, including data interpretation, reporting, dashboards, and product analytics (usage/adoption metrics).
• Excellent written and verbal communication skills.
• Hands-on experience with ticketing tools (JIRA, Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
• Ability to multitask, prioritize, and thrive in a fast-paced environment.
• Experience driving TAT/SLA improvements through cross-team collaboration (Delivery/Product).

Good-to-Have

• Experience in SaaS, technology products, or high-volume support environments.
• Knowledge of customer experience metrics (CSAT, NPS, FCR, SLA).
• Familiarity with automation tools, self-service systems, or AI-based support solutions.
• Certification or exposure to process improvement methodologies (Lean, Six Sigma) is a plus.