OPPORTUNITY OVERVIEW seeks a multi-talented, quick-thinking, energetic, and client-focused Platform Support Quality Analyst to deliver the best in customer service to all of our platform customers, supporting the day-to-day operations of a global team. 
This successful candidate will work to build robust and meaningful relationships, both internally and externally, to keep feedback loops active and be technically competent on the ZeroFox SaaS platform. Competitive candidates must feel comfortable working with both highly technical and non-technical disciplines to ensure that data and systems are used to effect appropriate outputs and results. The ability to create repeatable processes and identify, manage, and mitigate risks will be paramount to drive scale and extensive enterprise growth.
This team’s work will directly impact the success of ZeroFox customers and partners.
Role and responsibilitiesMonitor and perform trend analysis; manage the team based on metric-driven outcomesUphold and enhance call service and internal support quality assurance standardsPerform quality checks on a subset of support agents' conversations on Zendesk (calls & emails)Evaluate customer interactions in accordance with defined quality standardsMonitor customer service effectiveness at the agent and team levelsAccompany evaluations with insightful and constructive feedbackDocument process deviation and share it regularly with analysts, team leads, and managers.Lead regular meetings to discuss and clarify feedback with agents.Assess all customer service measures (such as CSAT, FRT, and IQS) and the ways in which the performance of the support team impacts those KPIs.Develop plans for strengthening support KPIsProvide the team with detailed guidance and ongoing assistance to help them enhance their performanceDetermine the requirement for onboarding and training programmes and initiate these projects. Assist in the development and maintenance of the team’s Learning Management System Build reports that illustrate the performance of the support systemReport the support team’s performance to higher management in regular meetings or via email.Participate in coaching and training the team members based on the QC findingsAssist Operations Team Leaders in improving performanceResearch, develop, and maintain run books for process improvementSupport development and implementation of processes to drive efficiencyRequired qualifications and skillsHands-on experience in quality assurance; typically obtained in 3+ yearsPrevious experience and / or relevant coursework in cyber securityExamples of skills in data visualisation and a knowledge of support metricsExceptional attention to detail and thoroughnessExcellent people skills and the capacity to convey (negative) feedbackThe ability to solve problems and develop clever plans to raise the caliber of support.Ability to learn quickly; can grasp technical terms and concepts quicklyAvailability and willingness to work an alternative work schedule as needed, including partial weekendsFluency (written and spoken) in the English languageExcellent verbal and written communication skills; ability to present complex concepts in a clear, concise manner.Trustworthiness, reliability and high self-motivationInterest in research and customer supportA track history of producing excellent work while meeting aggressive deadlinesBenefitsCompetitive compensationCommunity-driven culture with employee eventsGenerous time off Best-in-class benefitsFun, modern workspace Respectful and nourishing work environment, where every opinion is heard and everyone is encouraged to be an active part of the organizational cultureInterested?Ready to apply? Visit us at to find out more and join the best team in the security industry.Not ready to apply? Email careers_at_zerofox_dot_com to speak with a member of the team!Other InformationThis role is based out of our office in BengaluruThis role requires occasional work on nights and weekends as neededABOUT ZEROFOX’s mission is clear: we protect customers - their data, their assets and their people - across the internet. Through AI-powered technology, global intelligence collection and services provided by a team of expert analysts and threat hunters, we give customers the protection and intelligence needed to disrupt a new era of attacks on the surface, deep and dark web. Now is a great time to join the Fox Den: we recently announced our intent to become a publicly traded company via a merger with L&F Acquisition Corp. and were named a Top Workplace by the Baltimore Sun. With $150M+ in funding to date, recognition from Forrester as best-in-class in brand intelligence and numerous awards and honors, joining the ZeroFox team means joining a culture that is committed to excellence and growth. That means committing to the success of each of our employees so you can be the best version of yourself on the best team. If you’re ready to join a team that is mission-oriented, customer-focused, collaborative and dedicated, you’ve come to the right place.
Equal Opportunity, Diversity & InclusionWe aim to build a team that represents a variety of backgrounds, perspectives, and skills. We embrace inclusion and ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, military or veteran status, or any other personal characteristic.