Customer Care Analyst

Role responsibilities

• Resolve complex and escalated (Level 2) customer and store inquiries across phone, email, chat, and social media channels for U.S. and Canadian operations.
• Handle high-impact and sensitive cases, including claims, refund requests, invoice-related inquiries, gift card issues.
• Provide dedicated support for stores and customers, ensuring accurate and brand-aligned communication.
• Ensure strict SLA compliance, including rapid response and timely resolution of escalated issues.
• Perform advanced troubleshooting and root cause analysis, leveraging systems and knowledge base content to resolve complex cases.
• Act as an escalation layer beyond L1, managing issues that require deeper analysis and decision-making.
• Collaborate with supervisors and managers to manage escalations and ensure proper case resolution; limited interaction with district managers.
• Support multi-channel opera...