Senior Subscription Analytics Lead (Hybrid)

Epson America Inc.; Los Alamitos, Northern (CA, KY); Hybrid; USD 85,000 - 112,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401K plan with company matching

Educational reimbursement

Paid time off

Life insurance and disability

Job summary

Epson America, Inc. is seeking a Senior Customer Service Analyst – Subscription to enhance the direct-to-consumer print subscription experience.

You will analyze customer interactions, service trends, support processes, and contact center performance to deliver actionable recommendations and improve satisfaction. The role involves collaborating with internal teams and outsourced providers, investigating escalated issues, and ensuring processes meet program expectations in a hybrid work setting

Qualifications

• 5–8 years of experience in customer service operations, customer experience, contact center quality, service analytics, or a related role.
• Experience analyzing customer interactions, service trends, customer feedback, and contact center performance.
• Experience with contact center quality assurance, including call, email, chat, or transcript review.
• Strong analytical and problem-solving skills with the ability to identify trends, root causes, and opportunities for improvement.
• Experience developing reports, metrics, and recommendations related to customer satisfaction, service quality, or operational performance.
• Experience investigating and resolving escalated customer issues.
• Strong understanding of customer service processes, policies, and quality standards.
• Experience working with CRM, contact center, call transcription, or quality monitoring applications.
• Experience collaborating with outsourced contact centers or BPO service providers preferred.
• Strong written and verbal communication skills with the ability to provide clear, constructive recommendations and feedback.
• Strong relationship-building skills with the ability to collaborate across Service, Product Management, Credit, Operations, and other functional teams.
• Customer-focused mindset with the ability to balance customer experience, operational requirements, and business objectives.
• Completion of a two-year college, technical, or commercial school program or equivalent experience.

Responsibilities

• Identifies product and program trends in service and support operations and provides recommendations.
• Analyzes support offerings and processes, creates reporting, and guides to enhance customer experience and reduce costs.
• Analyzes and summarizes customer issues, prepares solutions to respond to customers.
• Analyzes customer feedback to identify gaps and improve customer success and reduce costs.
• Analyzes the validity of product replacement ordering activities and identifies trends.
• Analyzes contact center policies and procedures, recommends improvements to satisfaction and costs.
• Responds promptly to customer escalations to ensure satisfaction and compliance with program requirements.
• Provides input on procedures/reminders for contact center personnel and responds to technical support escalations.
• Investigates and reviews escalated customer complaints using CRM and call transcription applications.
• Based on data analysis, provides input to program managers to improve engagement, satisfaction, reduce costs and increase profitability.
• Reviews recorded calls and transcripts and makes recommendations via quality standards and procedures.
• Reviews emails and chat sessions and makes recommendations via quality standards and procedures.
• Generates reports that highlight customer interactions against goals.
• Coordinates quality calibration meetings between Epson personnel and outsource vendors.
• Provides coaching recommendations and feedback to management and staff.

Skills

Customer service

Data analysis

Quality assurance

Reporting

Communication

Cross-functional collaboration

CRM systems

Education

Two-year college or equivalent

Tools

CRM software

Call transcription

Quality monitoring tools

Job description

Epson America, Inc. is seeking a Senior Customer Service Analyst – Subscription to enhance the direct-to-consumer print subscription experience.

You will analyze customer interactions, service trends, support processes, and contact center performance to deliver actionable recommendations and improve satisfaction. The role involves collaborating with internal teams and outsourced providers, investigating escalated issues, and ensuring processes meet program expectations in a hybrid work setting