Analyst, Customer Support

WHO WE ARE:

Exemplar Luxury Group, formerly Saks Global, is the luxury collective uniting coveted brands with unrivaled customer experiences across Neiman Marcus, Saks Fifth Avenue and Bergdorf Goodman. Driven by a relentless devotion to our customers and powered by our talented colleagues, we offer expertly curated product assortments, unparalleled service and personalized experiences across our integrated retail model. Through strong partnerships with the world's most desired luxury brands and deep customer relationships enhanced by data-rich insights, Exemplar Luxury Group is committed to setting the standard of excellence for luxury retail.

Job Description:

Role Summary:
As an Analyst, Post Sales Support, you will report to the Customer Support Manager. You will work closely with Sales, Operations, Logistics, and other cross-functional teams as necessary. In this role, you will be responsible for resolving customer issues with accuracy, empathy, and a strong sense of ownership, utilizing internal tools and data-driven insights to manage multi-channel queues and ensure every customer receives timely, personalized support that drives brand loyalty.
Responsibilities:
• Deliver thorough, end-to-end resolutions for complex customer issues, avoiding templated or robotic responses.
• Proactively monitor and resolve older or pending cases to minimize customer dissatisfaction and reduce backlog.
• Research customer accounts and order histories using internal systems, evaluating customer value and sentiment to guide decisions.
• Manage multiple operational queues simultaneously, covering email support, order cancellations, international shipments, and shipping escalations.
• Coordinate with internal stakeholders—including Sales, Operations, and Logistics—to provide case updates and align on solutions.
• Identify emerging issue patterns, sensitive cases, or system anomalies and escalate appropriately to senior leadership.
• Maintain queue hygiene and adhere strictly to quality, productivity, and service level agreement (SLA) standards.
• Participate actively in daily team standups and weekly reviews to discuss performance metrics, case quality, and operational goals.
• Contribute to process improvement initiatives, standard operating procedures, and innovative case resolution strategies.
• Execute other specific support tasks and special projects as assigned.
Key Qualifications:
• 2–3 years of experience in customer service, sales support, post-sales operations, or a related back-office function within retail, e-commerce, or logistics.
• Strong written and oral communication skills, with the ability to articulate case context clearly to both customers and internal stakeholders.
• Proven queue management expertise, with hands-on experience navigating multi-channel ticketing systems and operational databases.
• Strong analytical, investigative, and problem-solving skills, with sound judgment in high-touch customer scenarios.
• Demonstrated ability to manage multiple priorities simultaneously with strict attention to detail and deadlines.
• Proactive self-starter with a collaborative, team-oriented mindset and an openness to continous feedback.
• Sense of urgency, flexibility, and strong multi-tasking skills in a fast-paced support environment.

Your Life and Career at Exemplar Luxury Group:
• Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation.
• Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate.
• Comprehensive benefits package for all eligible full-time employees.

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with Exemplar Luxury Group and would like to request special assistance or an accommodation, please contact [email protected].