Description
The Customer Support Analyst – Grievances manages, investigates, and resolves customer complaints and escalations across email, call centers, social media, regulatory bodies, and customer portals. The role coordinates with operations, billing, technology, sales, and other teams to identify root causes, supports regulatory and ombudsman responses, maintains complaint records, analyzes complaint trends, prepares performance reports, and recommends process improvements. It requires a bachelor's degree in a relevant field, 2–5 years of customer support or grievance-handling experience, CRM and analytical skills, and strong communication and stakeholder-management abilities.
