Sr Customer Support Specialist

Role Summary

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.

Key Responsibilities

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

2. JIRA Management & Cross-Functional Coordination

Create, manage, and track JIRA tickets for escalations to Product, Engineering, Data, and Integration teams

Ensure high-quality JIRA documentation including replication steps, logs, and supporting evidence

Actively follow up with internal teams and drive resolution within committed SLAs

Coordinate across teams to remove blockers and ensure timely closure of issues

3. Client Interaction & Issue Resolution

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

Required Skills & Competencies

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.

Discover more information on jobs at StateStreet.com/careers

Read our CEO Statement