Job Description

Location: Rai Durg, Hyderabad, India

Categories: Other

Employment Type: Full Time

Req ID: 6593

Job Overview

We are looking for a detail-oriented and analytical Customer Support Operations Analyst to support the efficiency, scalability, and continuous improvement of our Customer Support organization.

This role will partner closely with Customer Support leadership, Service Operations, GTM Systems, and cross-functional teams to optimize support processes, maintain accurate operational data, improve reporting, and drive initiatives that enhance customer experience and team productivity.

The ideal candidate has strong analytical and problem-solving skills, a process-oriented mindset, and the ability to translate operational challenges into actionable insights and improvements.

About Us

ICIMS is a leading enterprise hiring platform that combines the scale and reliability of enterprise software with the transformative power of AI. Thousands of organizations across more than 200 countries and territories trust ICIMS to find and hire the people who shape their future and drive their business forward. Powered by insights from billions of hiring interactions, continuous AI innovation, and a highly extensible platform, ICIMS helps organizations turn talent acquisition into a competitive advantage. For more than 25 years, ICIMS has delivered end-to-end hiring solutions that improve recruiting efficiency, reduce costs and create exceptional candidate experiences.

ICIMS helps solve one of the biggest challenges businesses face today: building a workforce that can adapt, scale, and perform in an increasingly competitive and unpredictable talent market. We uniquely do that by combining enterprise-grade hiring technology, AI-powered insights and automation, and connected talent experiences to help organizations improve hiring outcomes while driving measurable impact.

Responsibilities

Support Operations & Process Optimization

• Support the day-to-day operational needs of the Customer Support organization.
• Identify process gaps, inefficiencies, and opportunities for improvement.
• Document, maintain, and standardize SOPs, workflows, and operational playbooks.
• Partner with stakeholders to improve case management, escalation processes, and support workflows.
• Support continuous improvement initiatives to reduce manual effort and improve operational efficiency.
• Maintain documentation for key operational processes and controls.
• Contribute to automation and AI initiatives that improve support operations.

Reporting & Analytics

• Develop and maintain dashboards and reports to track Customer Support performance.
• Monitor key metrics such as case volume, backlog, resolution time, SLA adherence, and productivity.
• Provide regular operational insights and trend analysis to Support leadership.
• Investigate data discrepancies and ensure accuracy across reporting systems.
• Support weekly, monthly, and quarterly business reviews with relevant data and analysis.

Systems & Data Management

• Support the administration and optimization of Customer Support systems and tools (e.g: Forethought)
• Partner with GTM Systems on system enhancements, integrations, and issue resolution.
• Maintain data quality and ensure consistent usage of operational tools.
• Identify opportunities to automate repetitive tasks and improve workflow efficiency.
• Support user acceptance testing for system enhancements and process changes.

Cross-Functional Collaboration

• Work closely with Customer Support, Professional Services, Customer Success, Product, and Engineering teams.
• Gather business requirements and translate them into actionable operational improvements.
• Coordinate with stakeholders to implement process changes and track outcomes.
• Support communication and adoption of new processes, tools, and operational standards.

Qualifications

• Bachelor's degree in business administration, Operations, Analytics, or a related field.
• 4+ years of experience in Customer Support Operations, Service Operations or a similar analytical role.
• Experience working with CRM, ticketing, or customer support platforms.
• Strong analytical and problem-solving skills.
• Proficiency in Excel or Google Sheets.
• Experience creating reports, dashboards, and operational metrics.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and work effectively with cross-functional teams.
• Strong attention to detail and commitment to data accuracy.
• Ability to work independently in globally distributed teams and communicate effectively across time zones

EEO Statement

ICIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at ICIMS. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you’d like to request an accommodation due to a disability, please contact us at careers@icims.com.

Compensation and Benefits

Competitive health and wellness benefits include medical insurance (employee and dependent family members), personal accident and group term life insurance, bonding and parental leave, lifestyle spending account reimbursements, wellness services offerings, sick and casual/emergency days, paid holidays, tuition reimbursement, retirals (PF - employer contribution) and gratuity. Benefits and eligibility may vary by location, role, and tenure. Learn more here: https://careers.icims.com/benefits