Customer Service Analyst

Updated Required Qualifications

• Lead onshore development and enhancement activities for the Gladly customer service technology platform.
• Partner with business teams to gather requirements, clarify priorities, and convert them into technical deliverables.
• Own solution design, development coordination, testing, and release readiness.
• Work closely with offshore teams to manage build, defect resolution, and deployment support.
• Drive issue triage, production support, and post-release stabilization.
• Support integrations with surrounding customer service tools and internal systems.
• Maintain clear documentation for business rules, workflows, and technical changes.
• Monitor platform performance and identify opportunities for improvement.
• Serve as the key onshore bridge between business users and technology teams.
• 7+ years of experience in customer service technology, technical delivery, or related roles.
• Gladly experience would be preferred
• Strong hands-on development or implementation experience.
• Proven ability to operate in a techno-functional capacity.
• Experience with customer service technology in retail industry is mandatory.
• Experience working with business stakeholders to gather requirements and translate them into technical deliverables.
• Experience leading solution delivery, testing, and production support.
• Strong communication, stakeholder management, and problem-solving skills.
• Ability to prioritize in a fast-paced, high-visibility environment.
• Experience collaborating with distributed teams and multiple business functions.
• Exposure to workflow automation, AI-enabled service, or process optimization.