The Senior Customer Support Specialist is responsible for driving end-to-end customer support operations with a strong focus on ticket management, SLA adherence, and client satisfaction.
This role acts as a key operational lead within the support function, managing support queues, coordinating with cross-functional teams via JIRA, and partnering closely with Implementation Managers to support client onboarding, troubleshooting, and user enablement. The role requires high ownership, strong communication, and a detail-oriented approach to ensure consistent, high-quality service delivery.
1. Support Operations & Queue Management
Own and manage the end-to-end support queue, ensuring timely triage, prioritization, and resolution
Monitor ticket backlog and proactively balance workload across priorities
Ensure all tickets are well-documented with clear problem statements, investigation details, and resolution steps
Maintain high responsiveness and consistent communication across all support requests
Act as a primary point of contact for client support interactions
Provide timely updates, manage expectations, and ensure clear communication on issue status
Troubleshoot issues independently and guide clients through solutions
Lead client discussions for high-priority issues and escalations
4. SLA Management & Reporting
Own adherence to support SLAs (response & resolution time) across all tickets
Track and report on key metrics including backlog, turnaround time, and defect trends
Identify risks to SLA breaches and take corrective actions proactively
Contribute to periodic SLA and support performance reporting
5. Implementation Support & Client Enablement
Partner with Implementation Managers during onboarding, UAT, and hypercare phases
Support issue resolution during client implementation cycles
Participate in client calls to assist with troubleshooting, clarifications, and quick walkthroughs
Provide on-demand user support and basic training to clients during early adoption
6. Quality, Governance & Continuous Improvement
Ensure high standards of quality in ticket handling, documentation, and communication
Identify recurring issues and drive root cause analysis
Contribute to knowledge base, SOPs, and troubleshooting guides
Recommend process improvements to enhance efficiency and reduce ticket volumes
Key Result Areas (KRAs)
SLA Adherence: % adherence to response and resolution timelines
Ticket Throughput: Volume of tickets managed and closed per cycle
Backlog Management: Reduction and control of open ticket backlog
Quality Score: Accuracy and completeness of ticket documentation
Client Satisfaction: Responsiveness, communication quality, and issue resolution effectiveness
Escalation Handling: Timely resolution of high-priority and critical issues
Technical Skills
Hands-on experience with JIRA, Zendesk, or similar ticketing tools
Strong understanding of ticket lifecycle, escalation workflows, and SLA tracking
Ability to document and analyze issues with structured problem-solving approach
Basic understanding of SaaS platforms, data workflows, or enterprise applications
Core Competencies
Strong ownership mindset with high attention to detail
Excellent client communication and stakeholder management
Ability to manage multiple priorities in a fast-paced environment
Strong problem-solving and analytical thinking
Effective coordination across cross-functional teams
Work Requirements
Willingness to work in shift-based coverage, including night shifts as required
Flexibility to support critical issues and high-priority client situations
Experience & Qualifications
3–5 years of experience in customer support, application support, or SaaS operations
Experience in handling client-facing roles and working with cross-functional teams
Bachelor’s degree in Engineering, IT, Commerce, or related field
About State Street
Across the globe, institutional investors rely on us to help them manage risk, respond to challenges, and drive performance and profitability. We keep our clients at the heart of everything we do, and smart, engaged employees are essential to our continued success.
We are committed to fostering an environment where every employee feels valued and empowered to reach their full potential. As an essential partner in our shared success, you’ll benefit from inclusive development opportunities, flexible work-life support, paid volunteer days, and vibrant employee networks that keep you connected to what matters most. Join us in shaping the future.
As an Equal Opportunity Employer, we consider all qualified applicants for all positions without regard to race, creed, color, religion, national origin, ancestry, ethnicity, age, disability, genetic information, sex, sexual orientation, gender identity or expression, citizenship, marital status, domestic partnership or civil union status, familial status, military and veteran status, and other characteristics protected by applicable law.
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