Data Analytics & AIEnabled Support Operations Specialist

Data Analytics & AIEnabled Support Operations Specialist

Lead I - Data Science

Who We Are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you'll create a boundless impact that transforms your career-and the lives of people across the world.

Visit us at UST.com.

You Are:

We are seeking a data driven professional with 3-6 years of relevant experience in support operations, analytics, or customer experience role who can analyze support and vendor data, identify patterns, and proactively predict issues before they impact customers.

The opportunity:

* Analyze support and vendor data to identify trends, anomalies, and root causes.

* Move from descriptive reporting to predictive insights (e.g., volume spikes, CSAT drops).

* Build Excel based reports, dashboards, and SLA scorecards.

* Ensure accurate ticket triage, tagging, and SLA tracking across support channels.

* Create and maintain structured knowledge base (KB) documentation using KCS practices.

* Use AI tools to draft, refine, and personalize customer responses and documentation.

* Collaborate with product and operational teams to proactively surface risks and recommendations.

* No sponsorship is available for this position. Candidates must be authorized to work in the United States without the need for current or future visa sponsorship.

* This is 100% hands on position and involves in person coding evaluations

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

* Must Have Skills

* Strong analytical skills with ability to distinguish correlation vs. causation.

* Experience analyzing support/customer data and identifying actionable patterns.

* Hands-on experience with Pivot Tables, filters, and VLOOKUP.

* Ability to merge datasets and create clear performance dashboards.

* Advanced Excel skills: XLOOKUP, Power Query, macros.

* Experience working in CRMs (Zendesk, Salesforce Service Cloud, Freshdesk, or similar).

* Understanding of ticket lifecycle, routing, and SLAs (First Response vs. Resolution Time).

* Comfortable engaging customers over chat, email, or calls for issue resolution.

* Experience using AI tools (e.g., ChatGPT, Gemini) to draft responses or documents.

* Ability to review AI output for accuracy, tone, and completeness.

* Prompt engineering for near zero click resolutions.

* Prompt versioning, evaluation, and output quality benchmarking

* Nice to Have Skills:

* Advanced Analytics & Automation

* Experience predicting support volume spikes and operational risks.

* CRM & Workflow Automation

* Experience setting up CRM workflows, triggers, or automation.

* Using CRM data to influence business or product decisions.

* Tools & Platforms

* Air table (relational data modeling, Builder certification).

* Google Sheets automations and cross functional collaboration workflows.

* Writing & Knowledge Management

* KCS certification and brand voice consistency.

* Ability to anticipate edge cases beyond standard support flows.

Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.

Role Location: Arkansas

Compensation Range : $86,000-$129,000

Benefits

Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), 10 paid holidays, and are eligible for paid bereavement leave and jury duty. They are eligible to participate in the Company's 401(k) Retirement Plan with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance, as well as the following Company-paid Employee Only benefits: basic life insurance, accidental death and disability insurance, and short- and long-term disability benefits. Regular employees may purchase additional voluntary short-term disability benefits, and participate in a Health Savings Account (HSA) as well as a Flexible Spending Account (FSA) for healthcare, dependent child care, and/or commuting expenses as allowable under IRS guidelines. Benefits offerings vary in Puerto Rico.

Part-time employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) Retirement Plan with employer matching.

Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year) and are eligible to participate in the Company's 401(k) program with employer matching. They and their dependents residing in the US are eligible for medical, dental, and vision insurance.

Part-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).

All US employees who work in a state or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.

What we believe:

We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other applicable characteristics protected by law. We will consider qualified applicants with arrest or conviction records in accordance with state and local laws and "fair chance" ordinances.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.

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