Senior Above Market Customer Support Associate

About the Role

The Sr. Above Market Customer Support Associate is a key member of our global client support team, providing high-quality, timely assistance to some of our largest clients across multiple markets. You will resolve client queries via modern service platforms, create accurate KPI and insights materials, and act as a connector between local, regional, and global teams to ensure a seamless service experience. This role offers visibility, growth potential, and the opportunity to learn from senior leaders while operating in a fast-paced, data-driven environment.

Responsibilities: What You’ll Do

· Client Support & Query Resolution

o Provide outstanding day-to-day support for client questions via the client service platform (meeting SLAs for speed, accuracy, and quality).

o Play a connector/enabler role—triaging, prioritizing, and following through on requests until resolution; escalate thoughtfully when required.

· Reporting, Analysis & Content Creation

o Build and deliver high-quality KPI reports, dashboards, and client-ready materials using internal data sources.

o Extract, check, and format data accurately from internal databases; translate outputs into clear, actionable insights for senior stakeholders.

o Create concise updates/presentations on product enhancements and releases to support client engagement.

· Cross-Functional Collaboration

o Liaise with local, regional and Global teams (e.g., Client Delivery, Consulting/Analytics, Commercial, Operations, Product/Data Science) to complete tasks and ensure connected, on-time delivery.

o Contribute to a consistent, above-market service model by sharing best practices and supporting knowledge-building across teams.

· Quality, Governance & Continuous Improvement

o Monitor key service metrics (e.g., response time, first-time resolution, quality flags) and contribute to improvements.

o Identify recurring issues and quality trends; suggest process or product enhancements to prevent future escalations and improve experience.

o Maintain high standards of governance, documentation, and data quality.