Customer Care Lead Business Analyst

H&R Block is a tax services company focused on providing help and inspiring confidence through human expertise and digital innovation. The Customer Care Lead Business Analyst – SMB leads process excellence for Wave customer support by managing agent knowledge, training, quality programs, chatbot content, and continuous improvement initiatives. The role partners with support operations, product, and cross-functional stakeholders to improve customer and agent experiences.

Responsibilities:

• Own Wave customer support knowledge base by creating, maintaining, and improving content as the SMB product evolves
• Design and run new agent onboarding and identify opportunities to improve agent ramp times
• Partner with Wave Support Operations Manager to identify knowledge gaps from escalations, QA findings, and feedback from customers and close them
• Own the Wave customer support quality program, including scorecard administration, quality trend analysis, calibration activities, and identification of coaching opportunities in partnership with Customer Care Quality & Analytics
• Monitor and analyze key operational and quality metrics including Agent Quality Score, Service Level Attainment, Cost per Resolution, Client Effort Score, onboarding effectiveness and agent ramp time. Use insights to recommend and implement improvements
• Lead continuous improvement initiatives for Wave support operations by identifying process inefficiencies, conducting root cause analysis, and implementing solutions that improve customer and agent experiences
• Develop and maintain process documentation, standard operating procedures (SOPs), and workflow maps to ensure consistency, scalability, and operational excellence across Wave support functions
• Partner with Support Operations, Product, and cross-functional stakeholders to evaluate the impact of product, policy, and process changes and ensure successful operational adoption
• Own the content layer of Wave’s chatbot – conversation flows, deflection content, and escalation triggers – with the goal of continuously improving self-serve resolution rate
• Translate product, policy, and process changes into support content, training materials, and operational readiness plans to ensure successful adoption by frontline agents and teams
• Analyze escalation patterns with Wave Product Support & Insights to identify where Ada can deflect more effectively
• Own Wave customer support knowledge base by creating, maintaining, and improving content as the SMB product evolves
• Partner with Wave Support Operations Manager to identify knowledge gaps from escalations, QA findings, and feedback from customers and close them
• Own Wave support content library – accuracy and consistency across channels we leverage with agents and establish governance standards for review cycles, ownership
• Establish governance processes for content lifecycle management, including ownership, review cadence, version control, and audit practices to ensure accuracy and compliance
• Identify opportunities to reduce agent handle time through better content – macros, templates, decision trees

Requirements:

• BS/BA in a related field or an equivalent combination of education and experience
• 5+ years of experience in business analysis, preferably in a contact center environment or in support enablement, training & content at a SaaS or technology company
• Experience building knowledge bases and training programs for customer-facing support teams
• Comfort in highly matrixed organizations with strong influencing skills and driving priorities across stakeholders without direct authority
• Quality Assurance framework experience building scorecards, calibration processes, and coaching programs
• Strategic mindset with a commitment to continuous improvement and innovation
• Experience with performance metrics such as Service Level Attainment, Cost per Resolution, Client Effort Score, and Agent Quality Score
• Experience working with support enablement tools such as Zendesk, Ada, Guru, and Salesforce
• Exceptional communication and collaboration skills, along with a comfort working and leading in a cross-functional environment
• Creative and inspiring leadership skills that support learning with a bias for action and accountability while building and maintaining strong relationships
• The ability to think strategically and tactically with a persistent problem-solving mentality