Customer Service Analyst

Updated Required Qualifications Lead onshore development and enhancement activities for the Gladly customer service technology platform. Partner with business teams to gather requirements, clarify priorities, and convert them into technical deliverables. Own solution design, development coordination, testing, and release readiness. Work closely with offshore teams to manage build, defect resolution, and deployment support. Drive issue triage, production support, and post-release stabilization. Support integrations with surrounding customer service tools and internal systems. Maintain clear documentation for business rules, workflows, and technical changes. Monitor platform performance and identify opportunities for improvement. Serve as the key onshore bridge between business users and technology teams. 7+ years of experience in customer service technology, technical delivery, or related roles. Gladly experience would be preferred Strong hands-on development or implementation experience. Proven ability to operate in a techno-functional capacity. Experience with customer service technology in retail industry is mandatory. Experience working with business stakeholders to gather requirements and translate them into technical deliverables. Experience leading solution delivery, testing, and production support. Strong communication, stakeholder management, and problem-solving skills. Ability to prioritize in a fast-paced, high-visibility environment. Experience collaborating with distributed teams and multiple business functions. Exposure to workflow automation, AI-enabled service, or process optimization. #J-18808-Ljbffr