Analyst, Customer Support

Analyst – Post Sales Support

As an Analyst – Post Sales Support, you will play a crucial role in resolving customer issues with accuracy, empathy, and a strong sense of ownership. This role requires sound judgment, investigative thinking, stakeholder communication, and clear decision-making to ensure every customer receives timely, personalized support that encourages loyalty and return business.

Proactively address older or pending cases to avoid customer dissatisfaction. Treat each interaction uniquely — no templated or robotic responses. Use internal tools and historical data to research and resolve customer issues. Consider customer value and spend history when prioritizing and resolving issues. When spending history is limited, use tone, context, and sentiment to guide decision-making. Identify unclear or sensitive issues, customer issue patterns and escalate appropriately to senior team members or managers. Deliver thorough resolutions from start to finish, ensuring quality and satisfaction. Manage multiple queues efficiently: you will work across a variety of operational queues and systems, including emails, order cancellations, international orders, shipping escalations. Engage effectively with internal stakeholders such as Sales, Operations, Logistics, and other customer support teams to provide timely updates, clarify case details, and ensure alignment across departments for issue resolution. Engage in weekly performance reviews focusing on productivity, case quality, hygiene, and timekeeping, and be open to constructive feedback to improve individual and team outcomes. Participate actively in daily team meetings to review previous day's performance, help set goals (such as cases per hour) and discuss highlights and challenges.

Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation. Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate. Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental).