Analyst Customer Support Standards & Programs

The Analyst Customer Support Standards & Programs role is currently being managed by a partner company. They are seeking an organized and detail-oriented professional based in the United States to support cross-functional programs, analyze performance data, and drive process excellence.

About the role

This role focuses on improving customer support operations and enhancing customer satisfaction through collaboration with multiple teams. It offers exposure to project management, operational improvement, and customer experience strategies in a dynamic environment.

Responsibilities

• Support the execution of operational programs and projects focused on improving customer support performance, efficiency, and service quality.
• Work closely with internal teams to coordinate initiatives, analyze results, and help develop processes that create a better customer experience.
• Support project prioritization, planning activities, timelines, and execution across customer support initiatives.
• Aid in the rollout schedules by identifying required resources, dependencies, risks, and project updates.
• Prepare and maintain customer support documentation related to policies, procedures, and operational standards.
• Analyze operational performance, customer satisfaction metrics, and team impacts to identify improvement opportunities.
• Support cross-functional process reviews by evaluating current workflows, identifying gaps, and helping design future-state processes.
• Create and implement customer support standards, programs, and process improvements.
• Generate reports and provide regular project status updates to relevant stakeholders.
• Serve as a subject matter resource for customer support operations and standards.
• Write, edit, and proofread knowledge base content, operating manuals, and support documentation while maintaining brand guidelines.
• Support the transition of completed projects to operational teams for ongoing maintenance, measurement, and continuous improvement.
• Perform additional responsibilities as assigned.

Requirements

• Proactive and organized professional with experience in customer support, operations, or project coordination.
• Strong communication abilities, analytical skills, and the ability to manage multiple priorities while supporting business improvement initiatives.
• High school diploma or GED required, with a bachelor’s degree preferred.
• At least 1 year of experience in customer service, sales, airline, or related fields.
• Customer support experience and exposure to project management or operations environments preferred.
• Strong knowledge of Microsoft Office tools, including Excel, Word, PowerPoint, and SharePoint.
• Experience supporting projects, coordinating timelines, and identifying resources needed for successful execution.
• Excellent organizational skills with the ability to create clear and accurate documentation.
• Detail-oriented mindset with the ability to manage multiple projects simultaneously.
• Knowledge of process mapping tools such as Visio is a plus.
• Project Management Professional (PMP) certification is a plus.
• Ability to work independently and collaboratively across multiple departments.
• Willingness to travel occasionally (up to 10%).
• Ability to work flexible hours when needed and respond to short-notice requests.
• Must be legally authorized to work in the United States without sponsorship.

Benefits

• Opportunity to contribute to customer experience improvements and operational initiatives.
• Professional growth opportunities in customer support operations and project management.
• Collaborative environment working with cross-functional teams.
• Exposure to process improvement, reporting, and strategic program execution.
• A supportive workplace culture focused on service excellence and continuous improvement.