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Responsibilities Analyze incoming requests and discern core requirements Mediate conflicts, de-escalate tensions, and align competing priorities using data-driven negotiation Act as the central liaison between Customer Support, Product, and Engineering Translate complex technical jargon into clear, user-friendly language for customers Monitor the progress of escalated tickets, ensuring alignment with service expectations Requirements 2+ years in a hybrid role combining Business Analysis, Technical Support, or Customer Success within a software or technology environment Exceptional ability to handle friction and pushback from internal teams Exceptional ability to read between the lines of customer and internal complaints Proven ability to manage multiple moving parts, follow up relentlessly, and lead by influence across different departments Hands‐on experience with ticketing and project management systems (e.g., Jira, Zendesk, Salesforce, or similar) Soft Skills data-driven negotiation conflict mediation de-escalation alignment of priorities communication customer advocacy influence problem-solving multitasking follow-up #J-*-Ljbffr