Lead Client Support Analyst

Daily Operations & Quality Management

Own the daily rhythm of Client Support — queue health monitoring and daily team standups
Serve as the first point of contact for operational escalations, and facilitate the weekly live-issues meeting — surfacing prioritized post-production customer challenges and driving decisions on the highest-impact issues
Identify repeat quality and ticket trends, channeling them into coaching, refresher training, and process updates
Handle Zendesk administration and monitor omnichannel routing functionality

Team Development

Serve as a day-to-day coach, reinforcing documented processes, and leading Support-specific "Train the Team" sessions
Monitor and escalate team performance concerns to the Support Manager, who owns formal performance management and conversations

Front-line Coverage & Product Depth

Provide hands-on coverage when needed — working the queue independently and handling complex issues and escalations
Maintain deep, current expertise across all SmarterDx applications, using it to guide how the team approaches issues and strengthen how analysts leverage our tech stack

Partnership with the Client Support Manager

Contribute to weekly Client Support updates — surfacing trends, recurring quality themes, team recognition, and recommended refresher topics — for the Manager's review and delivery
Partner with Client Success Operations team on process improvement, escalation-path improvements, and cross-functional operational planning
Back up the Client Support Manager in complex, layered conversations — internally and with clients — bringing the appropriate context and detail those discussions require