Customer Care Lead, Business Analyst

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Identify, design, and enhance operational processes that empower frontline agents to provide seamless customer experiences.

• Develop and maintain the knowledge, content, and training infrastructure that supports Wave and SMB customer service.

• Collaborate with leadership from Wave Customer Support, Product, Support Operations, and various cross-functional SMB stakeholders.

• Manage the Wave customer support knowledge base and refine content as the SMB product evolves.

• Design and implement new agent onboarding processes while enhancing agent ramp-up times.

• Recognize and address knowledge gaps stemming from escalations, QA findings, and customer feedback.

• Oversee the Wave customer support quality program, which includes scorecard management, quality trend analysis, calibration activities, and identifying coaching opportunities.

• Track and evaluate operational and quality metrics, implementing necessary improvements.

• Lead initiatives for continuous improvement by identifying process inefficiencies, performing root cause analysis, and executing solutions.

• Create and maintain process documentation, SOPs, and workflow maps.

• Assess changes to products, policies, and processes to ensure effective operational adoption.

• Manage content for the Wave chatbot, including conversation flows, deflection content, and escalation triggers.

• Convert changes into support content, training materials, and operational readiness plans.

• Analyze escalation trends to enhance Ada deflection effectiveness.

• Ensure the accuracy, consistency, and governance of the support content library.

• Establish governance for the content lifecycle, including ownership, review frequency, version control, and audits.

• Identify ways to minimize agent handle time through the use of macros, templates, and decision trees.

⛳️ Requirements

• Bachelor’s degree in a relevant field or equivalent combination of education and experience.

• Over 5 years of experience in business analysis, ideally within a contact center setting or in support enablement, training, and content at a SaaS or tech organization.

• Proven experience in developing knowledge bases and training programs for customer-facing support teams.

• Ability to navigate complex organizational structures with strong influencing skills to drive priorities among stakeholders without direct authority.

• Experience with Quality Assurance frameworks, including the development of scorecards, calibration processes, and coaching programs.

• Strategic thinker dedicated to continuous improvement and innovation.

• Familiarity with performance metrics such as Service Level Attainment, Cost per Resolution, Client Effort Score, and Agent Quality Score.

• Proficiency with support enablement tools like Zendesk, Ada, Guru, and Salesforce.

• Outstanding communication and collaboration skills, with experience leading in a cross-functional setting.

• Creative and motivating leadership abilities that foster learning, with a focus on action and accountability while cultivating strong relationships.

• Capability to think both strategically and tactically, combined with a persistent problem-solving approach.

🏝️ Benefits

• Medical and prescription drug coverage for associates and eligible dependents.

• H&R Block Retirement Savings Plan (401(k) Plan).

• Employee Assistance Program.

• (Virtual) fitness center programs.

• Associate discount program.

• Business Travel Accident Insurance.

• Associate Tax Prep benefit.

• Competitive pay.

• Comprehensive benefits.

• Support for life both in and outside of work.

• Continuous learning opportunities.

• A high-performing, connected culture.