Support Success Analyst

Building a team starts with valuing the team. We hire the best of the best to ensure you’re working with people you can constantly learn from. You’re trusted to get your work done your way while testing the limits of what’s possible and what’s next. We work hard to provide a culture where everyone feels supported, and our employees feel it—their votes helped us become one of Newsweek's Top 100 Global Most Loved Workplaces in 2023.

We also value sports. Not just because of the big wins and highlight-worthy plays, but because of the lasting impact sports can have: the lifelong lessons in teamwork and dedication; the influence of inspiring mentors; the priceless opportunities to play at the next level. Sports can change lives—that’s what we value.

Our team helps the world see sports differently through products that make it easier to capture video, analyze data, share highlights and do a lot more.  

Ready to join us?

Your Role

The Support Success Analyst is responsible for ensuring the efficiency and effectiveness of the support team by analyzing reports, identifying trends, and implementing solutions to enhance overall performance. This role involves collaboration with internal teams to resolve issues, provide feedback, and maintain operational excellence. The analyst ensures quality assurance measures are in place, supports training efforts, and contributes to the continuous improvement of support processes.

Education, Experience, and Certification

• Education: Graduate and above
• Experience: High performing Email Coordinator or equivalent relevant experience.

Responsibilities and duties

• Analyze support performance reports to identify trends, opportunities, and areas for improvement.
• Track and report on key metrics, ensuring data accuracy and reliability.
• Develop actionable insights and recommendations to enhance support team effectiveness.
• Review reports and support cases to identify trends, uncover inefficiencies, and implement process improvements that enhance team performance. 
• Identifies and recommends opportunities to enhance support efficiency and accuracy.
• Assist in analyzing data to identify trends and skill gaps, using insights to develop targeted training programs that enhance team capabilities and performance.
• Participating in initiatives aimed at improving and understanding support processes.
• Communicate findings from trend analysis and implement solutions in partnership with support leaders.
• Collaborates with Support and others as needed to address and resolve support-related issues promptly.
• Continuous education projects to ensure up-to-date knowledge of workflows and products
• Contribute to front line support volume as required

Nice-to-Haves

• Ability to work independently and within a team.
• Ability to work accurately and efficiently in a dynamic environment with tight deadlines.
• Ability to interact with employees in a professional manner.
• High work standards toward quality of work
• Passion to create and own processes
• Knowledge of Hudl’s mission, vision, and values that create alignment throughout our organization.
• Knowledge of Salesforce reporting and dashboards is an advantage
• Professional written and verbal English language skills

Privacy Policy

Hudl Applicant and Candidate Privacy Policy