Senior Customer Support Analyst

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that’s transforming the global retail supply chain!     

Position Summary:      

We are seeking a Senior Customer Support Analyst to join our Analytics Support Team. In this role, you will ensure customer data is delivered accurately and on time. You will help manage the daily workload for the contractor's team and act as a point of escalation for more complex issues raised by Level 1 support group. 

Key Responsibilities:  

• Identify and implement process improvements—especially around data acquisition, file handling, and other high-volume tasks.  

• Develop standard operating procedures (SOPs) for contractors and training them to ensure consistency and quality.  

• Build automations to reduce the manual overhead of managing large numbers of files. 

• Design scalable solutions. 

Location:      

This role is in our Brampton, Canada office, the team is in-office 1 day per week.       

Required Qualifications:     

• Bachelor’s degree or equivalent combination of education and experience, with 3-5 years' experience in similar role 

• Strong experience with SQL 

• Strong verbal and written communication skills, with the ability to understand technical processes and data effectively.  

• Customer-facing experience  

• Experience automating or improving repeatable processes  

• Ability to troubleshoot and solve problems independently  

• Experience with internal ticketing and wiki systems 

Nice to have: 

• Experience with Power Automate and Power BI. 

• Working knowledge of Python or similar scripting language. 

 What We Offer 

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.  

The annual salary range for this role is: CAD $ 62,700. - CAD $ 71,000. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.   

Commitment to our Employees: 

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.