Senior Subscription CX & Service Analytics Lead

Epson; United States; Hybrid; USD 85,000 - 112,000; Full time

Benefits offered by this job

Comprehensive medical, dental, vision,

401K plan with company matching

Educational reimbursement

Paid time off (vacation, sick time,hol

Employee discounts

Job summary

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

You will analyze interactions, service trends, and contact center performance to drive customer satisfaction, engagement, and operational efficiency. Collaborating with internal teams and outsourced partners, you will translate feedback into actionable improvements, investigate escalations, and support QA efforts to ensure policies and experiences meet

Qualifications

• 5–8 years of experience in customer service operations, customer experience, contact center quality, service analytics, or a related role.

Responsibilities

• Identify product and program trends for service and support operations.

Skills

Customer service analytics

CRM systems

Quality assurance

Data analysis

Reporting and metrics

Escalation resolution

Cross-functional collaboration

Communication skills

Process improvement

Education

Two-year college / technical program

Tools

CRM software

Call transcription tools

Quality monitoring tools

Job description

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

You will analyze interactions, service trends, and contact center performance to drive customer satisfaction, engagement, and operational efficiency. Collaborating with internal teams and outsourced partners, you will translate feedback into actionable improvements, investigate escalations, and support QA efforts to ensure policies and experiences meet