Senior Above Market Customer Support Associate

About the Role

The Sr. Above Market Customer Support Associate is a key member of our global client support team, providing high-quality, timely assistance to some of our largest clients across multiple markets. You will resolve client queries via modern service platforms, create accurate KPI and insights materials, and act as a connector between local, regional, and global teams to ensure a seamless service experience. This role offers visibility, growth potential, and the opportunity to learn from senior leaders while operating in a fast-paced, data-driven environment.

Responsibilities: What You’ll Do

• Client Support & Query Resolution

o Provide outstanding day-to-day support for client questions via the client service platform (meeting SLAs for speed, accuracy, and quality).

o Play a connector/enabler role—triaging, prioritizing, and following through on requests until resolution; escalate thoughtfully when required.

• Reporting, Analysis & Content Creation

o Build and deliver high-quality KPI reports, dashboards, and client-ready materials using internal data sources.

o Extract, check, and format data accurately from internal databases; translate outputs into clear, actionable insights for senior stakeholders.

o Create concise updates/presentations on product enhancements and releases to support client engagement.

• Cross-Functional Collaboration

o Liaise with local, regional and Global teams (e.g., Client Delivery, Consulting/Analytics, Commercial, Operations, Product/Data Science) to complete tasks and ensure connected, on-time delivery.

o Contribute to a consistent, above-market service model by sharing best practices and supporting knowledge-building across teams.

• Quality, Governance & Continuous Improvement

o Monitor key service metrics (e.g., response time, first-time resolution, quality flags) and contribute to improvements.

o Identify recurring issues and quality trends; suggest process or product enhancements to prevent future escalations and improve experience.

o Maintain high standards of governance, documentation, and data quality.

• 
  Education & Experience

o Post Graduate degree: Business, Economics, Management, other related field.

o Experience in a data-driven environment or client support function preferred; market research exposure is a plus.

• Technical Skills

o Proficiency in Microsoft Excel (required) and PowerPoint/Word (required).

o Familiarity with Power BI and comfort working with databases/internal tools to extract and structure data.

o Strong attention to detail, data accuracy, and version control.

• Core Competencies

o Strong problem-solving skills; ability to structure data and answer business questions succinctly.

o Excellent written and verbal communication skills; capable of producing clear, senior-ready content.

o Organized, reliable, and able to manage personal workload to meet agreed timelines in a virtual, multicultural environment.

o Customer-centric mindset—empathetic, responsive, and solution-oriented; team player who also works well independently.

o Openness to change and continuous learning; proactive in spotting improvements.

Success Measures (KPIs & Outcomes)

• SLA adherence (response & resolution time)
• First-time resolution rate and quality/accuracy score
• Stakeholder satisfaction (e.g., NPS/tNPS or equivalent)
• Timely, error-free delivery of KPI reports and client materials
• Reduction in repeat issues through documented fixes/best practices

Growth & Development

• Exposure to global stakeholders and complex, multi-market client needs
• Opportunities to deepen product and business knowledge
• Pathways to senior roles in client support

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion