Support Success Analyst, Elite

At Hudl, we build great teams. We hire the best of the best to ensure you’re working with people you can constantly learn from. You’re trusted to get your work done your way while testing the limits of what’s possible and what’s next. We work hard to provide a culture where everyone feels supported, and our employees feel it—their votes helped us become one of Newsweek's Top 100 Global Most Loved Workplaces.  

We think of ourselves as the team behind the team, supporting the lifelong impact sports can have: the lessons in teamwork and dedication; the influence of inspiring coaches; and the opportunities to reach new heights. That’s why we help teams from all over the world see their game differently. Our products make it easier for coaches and athletes at any level to capture video, analyze data, share highlights and more.

Ready to join us?

Your Role

The Support Success Analyst is responsible for ensuring the efficiency and effectiveness of the Support Team by analyzing support cases, identifying trends, and implementing solutions to enhance overall performance. The analyst ensures quality assurance measures are in place and contributes to the continuous improvement of support processes.

Responsibilities

• Analyze Support Cases to identify trends, opportunities, and areas for improvement


• Track and report on key metrics, ensuring data accuracy and reliability


• Develop actionable insights and recommendations to enhance Support Team effectiveness


• Communicate findings from trend analysis and implement solutions in partnership with Support Leaders (BPO, Campaign Manager, and Team Leads)


• Actively work on cases when needed

Education

• 1+ years of experience and high performance within Hudl Support


• Operational experience with the ability to leverage data to communicate team performance and customer insights

Knowledge, Skills and other Charateristics

• Ability to work independently and within a team


• Ability to work accurately and efficiently in a dynamic environment with tight deadlines


• Effective communication & presentation skills


• Strong planning, analytical, and organizational skills


• High work standards for the quality of work.


• Passion to create and own processes


• Knowledge of Salesforce reporting and dashboards is an advantage

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