Senior Analyst – Mail Support (Customer Support)

Innovate in Bengaluru

This position is based at our on-site office in Bengaluru. Lowe's offers an ultramodern work environment, complete with cutting-edge technology, collaborative workspaces, an on-site gym and clinic, and other perks to enhance your work experience.

About Lowe’s

Lowe’s is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2024 sales of more than $83 billion, Lowe’s operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Mooresville, N.C., Lowe’s supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.

About Lowe’s India

Lowe’s India, the Global Capability Center of Lowe’s Companies Inc., is a hub for driving our technology, business, analytics, and shared services strategy. Based in Bengaluru with over 4,500 associates, it powers innovations across omnichannel retail, AI/ML, enterprise architecture, supply chain, and customer experience. From supporting and launching homegrown solutions to fostering innovation through its Catalyze platform, Lowe’s India plays a pivotal role in transforming home improvement retail while upholding strong commitment to social impact and sustainability. For more information, visit Lowes India

About the Team

Pricing team spans across Competitor Intel, Pricing crawling and validation, Pricing Operations as well as Promotional pricing and clearance teams. Pricing team is responsible for the execution of promotional pricing in promotional execution tool, validations of pricing to ensure execution is presented to the customer as expected, and communication to the stores for pricing issues. This team will be directly responsible for weekend support of the store support mailbox.

Job Summary:

The Senior Analyst is responsible for supporting the day-to-day operations of the pricing support mailbox and ensuring timely, accurate, and consistent resolution of store and business queries. This role handles complex or high-priority mailbox issues, supports queue management, and helps maintain service quality across the team.

The Senior Analyst works closely with the Manager to support workload balancing, response quality, process adherence, and escalation handling. This role also helps guide analysts and contractors on case handling, issue routing, and operational discipline.

(Shift Timings - 11 AM TO 8 PM or 2:30 PM TO 11:30 PM)

Roles & Responsibilities:

Core Responsibilities:

Manage day-to-day mailbox cases and ensure timely resolution within defined service expectations. Review complex or sensitive pricing support issues and determine the right action, routing path, or escalation. Ensure each case captures the issue clearly, along with store details, required action, and final response. Support queue management by helping balance workloads and prioritizing urgent or time-sensitive cases. Handle escalations and provide guidance on ambiguous issues. Perform quality checks on resolved cases to ensure accuracy and consistency. Identify recurring issue themes and support root-cause analysis. Help improve SOPs, case-handling guidelines, and mailbox documentation. Support onboarding and process training for analysts and contractor resources. Work closely with the Manager to maintain operational discipline and continuity across shifts.

Years of Experience:

4+ years of experience in Retail Operations, Shared Services, Support Operations, Pricing, or similar process-driven environments.

Experience in queue management, issue resolution, or support operations preferred.

Experience handling escalations and quality checks is preferred.

Education Qualification & Certifications (optional)

Required Minimum Qualifications:

B.com / BBM / MBA / Retail Operations Management

Skill Set Required

Primary Skills (must have)

Support operations and queue management

Issue triage and resolution

Strong written communication

Attention to detail

Quality control mindset

Problem solving

Stakeholder coordination

Process adherence and documentation

Secondary Skills (desired)

Excel or reporting knowledge

Experience in mailbox or service support teams

Basic root-cause analysis

This role will be part of a roster-based support model and may be required to provide support during both weekdays and weekends, based on business need. Shift assignments may rotate periodically to support workload balance, leave coverage, and service continuity.