Customer Success Analyst

As a Customer Success Analyst at Sabre, you will support major Travel Management Companies globally, ensuring seamless and efficient travel payment solutions. Your role involves collaborating with the customer success team to deliver exceptional service, manage complex help desk issues, and maintain high-quality support. You will also be responsible for internal reporting, KPI analysis, and identifying product customization needs to enhance customer satisfaction and operational efficiency.

Must Have

• Collaborate within the customer success team to deliver exceptional service
• Ensure customers receive high-quality support and experience minimal downtime
• Confirm first-level support is thorough, providing necessary training
• Coordinate with third-level support and technical partners
• Document all activities within the ticketing system
• Develop, implement, and maintain internal reporting systems
• Analyse monthly resolution data to create reports and offer insights
• Support SLA adherence and response-time metrics
• Collaborate with the SDP Help Desk and external teams for special implementations
• Manage complex help desk issues, ensuring timely resolution
• Identify and communicate product customization needs
• Advanced English level both verbal and written
• Helpdesk or customer support experience
• Strong communication abilities
• Experience in reporting and data analysis
• Experience in process design and improvements
• Experience in designing and delivering trainings

Good to Have

• Familiarity with API integrations
• Experience working with virtual cards, fintech or banking industry
• Salesforce proficiency

Perks & Benefits

• Work in modern Zonamerica campus
• Annual Performance bonus plans
• Development opportunities in country or globally
• Competitive private health insurance for employees and eligible children
• Extra Paid Time Off (5 extra days each year)
• 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers)
• Daily meal allowance
• End of Year Break
• Life Insurance
• Corporate Social Responsibility opportunities
• Recognition and acknowledgement programs
• Fun employee engagement and development events

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

Team Description

As a Customer Success Analyst, you will have the opportunity to work and give support to the biggest and most important Travel Management Companies around the world with one of the best payments solutions in the travel industry and make them feel that travel payments are easy, seamless, efficient, and beneficial.

Role and Responsibilities

• Collaborate within the customer success team to deliver exceptional service, fostering transparency and trust with clients to cultivate long-lasting relationships.
• Ensure customers receive high-quality support and experience minimal downtime.
• Confirm first-level support is thorough, providing necessary training to achieve this.
• Coordinate with third-level support and technical partners (internal and external).
• Document all activities within the ticketing system, ensuring visibility and status updates across support levels.
• Develop, implement, and maintain internal reporting systems to monitor and analyse KPIs and other operational metrics.
• Analyse monthly resolution data to create reports and offer insights to commercial and product teams.
• Support SLA adherence and response-time metrics.
• Collaborate with the SDP Help Desk and external teams for special implementations and support initiatives.
• Manage complex help desk issues, ensuring timely resolution and delivery.
• Identify and communicate product customization needs to enhance the SDP Help Desk, working with product teams to meet customer expectations.

Qualifications and Education Requirements

• Advanced English level both verbal and written
• Helpdesk or customer support experience
• Strong communication abilities
• Knowledge of the travel industry and GDS products is highly valued
• Quick adaptability to changing requirements, maintaining high-quality outcomes.
• Experience in reporting and data analysis
• Experience in process design and improvements
• Experience in designing and delivering trainings

Nice-to-Have Skills:

• Familiarity with API integrations
• Experience working with virtual cards, fintech or banking industry
• Salesforce proficiency

Benefits:

• Work in modern Zonamerica campus alongside all the amenities it has to offer!
• Annual Performance bonus plans
• Development opportunities in country or globally
• We offer a competitive private health insurance for employees and eligible children
• Extra Paid Time Off (5 extra days each year)
• 3 month paid parental leave (12 weeks for fathers/ 18 weeks for mothers)
• Daily meal allowance
• End of Year Break
• Life Insurance
• Corporate Social Responsibility opportunities
• Recognition and acknowledgement programs
• Fun employee engagement and development events

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as we progress your application. Please note that only candidates who meet the minimum requirements will proceed in the selection process. To learn more about the people and culture at Sabre, follow us on Facebook and LinkedIn.

This job posting comprises the law No 19691 and its decree No 73/019, which includes the people registered in the National Register of disabled people who have the skills and aptitude for the position described in the present posting.