Customer Care Lead Business Analyst

About Our Client: The organization operates within the customer support and tax services industry, helping small and medium-sized businesses deliver effective customer experiences. It combines industry expertise with digital tools to support frontline agents, improve service processes, and strengthen customer care operations. With a longstanding presence in the industry, the organization continues to evolve its support infrastructure and operational capabilities. About the Opportunity: The Customer Care Lead Business Analyst supports the Process Excellence team by identifying, designing, and optimizing processes that enable customer support teams to perform effectively. This role oversees knowledge management, onboarding, quality programs, training support, and operational improvements for the SMB customer care organization. The position directly contributes to agent readiness, customer satisfaction, and operational efficiency. Responsibilities: • Manage and continuously improve the customer support knowledge base as SMB products and processes evolve.• Design and implement onboarding programs that improve agent readiness and reduce ramp time.• Partner with Support Operations to identify knowledge gaps and develop solutions.• Lead quality programs, including scorecard management, trend analysis, and identification of coaching opportunities.• Monitor operational and quality metrics to identify trends and recommend improvements.• Lead continuous improvement initiatives through root cause analysis, solution design, and implementation.• Develop and maintain process documentation, standard operating procedures, and support resources.• Partner with cross-functional teams to assess and support adoption of product and process changes.• Own chatbot content and coordinate product change communications to maintain frontline readiness.• Analyze escalation patterns and identify opportunities to improve chatbot deflection and support effectiveness.• Establish governance standards for support content accuracy, quality, and lifecycle management.• Identify opportunities to optimize support content and reduce agent handle time.• Develop recommendations that improve knowledge accessibility, agent productivity, and overall customer care performance. Requirements: • Bachelor’s degree or equivalent professional experience in a related field.• 5+ years of business analysis experience, preferably within contact center operations, customer support enablement, SaaS, or technology environments.• Experience developing and managing knowledge bases and training programs for customer-facing teams.• Ability to influence stakeholders and drive initiatives within matrixed organizations without direct authority.• Experience with quality assurance frameworks, including scorecards, performance analysis, and coaching.• Strategic and analytical mindset with a strong focus on continuous improvement.• Familiarity with customer support performance metrics such as Service Level Attainment and Cost per Resolution.• Experience with support enablement and customer service platforms such as Zendesk, Ada, Guru, and Salesforce.• Strong communication, collaboration, stakeholder management, and leadership skills.• Strong problem-solving abilities with the ability to balance strategic objectives and tactical execution.• Ability to manage multiple priorities and drive initiatives from analysis through implementation. Pay Range and Compensation Package: • The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, qualifications, location, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.