Sr. Customer Support Analyst

Sr. Customer Support Analyst

Department: Customer Service

Employment Type: Full Time

Location: Canada - Remote

Compensation: $65,000 - $80,000 / year

Description

Who We are:
At Wagepoint, we’re good people. Sure, maybe we’re biased. But that’s only because Wagepointers bring the best versions of ourselves to do some of the best work in our careers.
We’re an authentic team who bring our diverse backgrounds, ideas, experiences and cultures together to make payroll magic. Speaking of, we “pull rabbits out of hats” for thousands of small business owners across the US and Canada who rely on our payroll software to pay their employees and process their payroll taxes. And we’re just getting started.
We’re growing and looking for more awesome people to join our merry band of misfits. We are looking for people who share our understanding that when it comes to our commitment to our customers: we mean business. Especially given that the consequences of getting payroll wrong can sometimes be dire.
If you are the kind of person who has always wanted to make a difference and be heard at work, Wagepoint will give you plenty of opportunity to do just that.
The Role at High Level: 
We’re looking for a talented Senior Customer Support Analyst who thrives in a collaborative environment and enjoys tackling complex challenges. In this role, you’ll manage and optimize customer support tools like Zendesk and Ada (AI chatbot), provide insightful analytics, and work cross-functionally to elevate our customer support processes. You’ll report directly to the Director of Customer Success and be a key player in improving customer satisfaction and operational efficiency.

What You'll Be Expected To Own:

• Zendesk Administration and Optimization: Configure and manage Zendesk features (e.g., forms, views, triggers) to improve ticket workflows, automate ticket assignments, and implement new features for enhanced efficiency.
• Advanced Reporting and Dashboard Creation: Build and maintain dashboards and reports to analyze ticket trends, agent productivity, and customer engagement. Use data insights to support workforce planning and strategic decisions.
• Data Analytics for Process Improvement: Perform in-depth ticket and customer data analysis to identify workflow improvements and inform enhancements to the customer experience.
• AI Bot Management: Train and optimize the Ada AI chatbot to handle customer inquiries effectively, collaborate with Engineering on integration issues, and monitor chatbot performance to improve deflection rates.
• Customer Support Scorecard Development: Create monthly scorecards consolidating data from multiple sources, analyze KPIs, and provide actionable insights for continuous improvement.
• Cross-Functional Integration Support: Collaborate with Engineering to resolve integration issues between Zendesk and Wagepoint’s products, ensuring seamless system functionality.

What You Bring To The Table:

• Bachelor’s degree in Computer Science, Business Administration, or a related field (preferred).
• 5+ years in SaaS environments with experience in business intelligence or analytics.
• Proficiency in support systems like Zendesk and analytics platforms.
• Prior exposure to AI platforms (Ada, ChatGPT etc.)

Bonus points if:

• 2+ years in a Customer Support environment.
• You have experience with database development or support.
• Familiarity with payroll systems.

What We Bring To The Table:

• Impact: Roll up your sleeves and directly contribute to the growth and success of Wagepoint by shaping our workforce.
• Culture: The opportunity to work with the world’s friendliest team, solving interesting problems together with an endless amount of laughter (We work hard, but we always have time for a bad joke or two).
• Growth: Opportunities for professional development and career advancement - we are always, always learning with a growth oriented mindset.
• Innovation: Work in an environment that encourages creativity and new ideas.
• Remote: The ability to work from home, forever! Wagepoint is a remote company, so you don’t have to worry about commuting to an office. Plus, more time with your pets is always a bonus!

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