Remote Customer Support Analyst

Placements24; Centurion; Hybrid; ZAR 350,000 - 600,000; Full time

Benefits offered by this job

Health benefits

Home office stipend

Generous PTO

Job summary

Placements24 is seeking a motivated Remote Customer Support Analyst to join our fully remote team. You will analyze customer interactions, identify trends, and provide insights that improve service delivery and product offerings across a diverse user base.

The role requires strong data analytics, proficiency with Excel, SQL, Tableau or Power BI, and excellent written communication. You will work independently in a remote-first culture and drive customer advocacy initiatives.

Qualifications

• Proven experience as a Customer Support Analyst, Data Analyst, or in a similar analytical role within a customer service environment.
• Strong analytical skills with the ability to interpret complex data sets and draw meaningful conclusions.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau, Power BI).
• Excellent written and verbal communication skills, with the ability to present findings clearly and concisely.
• Experience with CRM systems and customer support ticketing platforms.
• Ability to work independently, manage time effectively, and meet deadlines in a remote work environment.
• Strong understanding of customer service principles and KPIs.
• Bachelor's degree in a related field (e.g., Business, Statistics, Computer Science) or equivalent practical experience.

Responsibilities

• Analyze customer support tickets, chat logs, and call recordings to identify recurring issues and trends.
• Develop reports and dashboards to visualize key customer support metrics, such as resolution times, CSAT, and FCR.
• Provide actionable insights to improve processes and agent performance.
• Collaborate with product and engineering teams to communicate customer feedback and advocate for improvements.
• Assist in the creation and refinement of support documentation and knowledge base articles.
• Monitor and evaluate the effectiveness of customer support strategies and initiatives.
• Conduct root cause analysis for complex issues and propose solutions.
• Contribute to development of new customer support tools and technologies.
• Ensure compliance with data privacy regulations and company policies.

Skills

Customer analytics

Data analysis

SQL

Tableau

Power BI

CRM systems

Communication skills

Education

Bachelor's degree

Tools

Excel

SQL

Tableau

Power BI

Job description

About the Role

Our client is seeking a motivated and detail-oriented Remote Customer Support Analyst to join their fully remote team. This role is crucial for maintaining and enhancing our client's reputation for exceptional customer service across their diverse user base. You will be responsible for analyzing customer interactions, identifying trends, and providing insights that drive improvements in service delivery and product offerings. This position is ideal for an analytical thinker with a passion for customer advocacy and a proven ability to work independently in a remote setting. You will play a key role in ensuring customer satisfaction and loyalty by proactively addressing issues and contributing to strategic customer support initiatives. If you are looking for a challenging and rewarding remote opportunity where you can leverage your analytical skills and make a tangible impact, this is the role for you. The position operates within a remote-first culture, valuing autonomy and effective communication.

Key Responsibilities

• Analyze customer support tickets, chat logs, and call recordings to identify recurring issues and trends.
• Develop reports and dashboards to visualize key customer support metrics, such as resolution times, customer satisfaction scores (CSAT), and first-contact resolution (FCR).
• Provide actionable insights and recommendations to the customer support management team to improve processes and agent performance.
• Collaborate with product and engineering teams to communicate customer feedback and advocate for product enhancements.
• Assist in the creation and refinement of support documentation, FAQs, and knowledge base articles.
• Monitor and evaluate the effectiveness of customer support strategies and initiatives.
• Conduct root cause analysis for complex customer issues and propose solutions.
• Contribute to the development and implementation of new customer support tools and technologies.
• Ensure compliance with data privacy regulations and company policies in all analysis activities.

Requirements

• Proven experience as a Customer Support Analyst, Data Analyst, or in a similar analytical role within a customer service environment.
• Strong analytical skills with the ability to interpret complex data sets and draw meaningful conclusions.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Tableau, Power BI).
• Excellent written and verbal communication skills, with the ability to present findings clearly and concisely.
• Experience with CRM systems and customer support ticketing platforms.
• Ability to work independently, manage time effectively, and meet deadlines in a remote work environment.
• Strong understanding of customer service principles and key performance indicators (KPIs).
• A proactive approach to problem-solving and process improvement.
• Bachelor's degree in a related field (e.g., Business, Statistics, Computer Science) or equivalent practical experience.

Benefits

This fully remote position offers a highly competitive annual salary of R , plus comprehensive health benefits, including medical, dental, and vision coverage.

• generous retirement savings plan
• home office stipend to ensure a productive remote workspace
• ample paid time off

Our client fosters a supportive and inclusive remote work culture, encouraging collaboration and professional growth through online training and development opportunities. You will have the flexibility to manage your work schedule while contributing to a globally recognized brand. This role provides significant autonomy and the chance to shape the future of customer support analysis.