Business Analyst – Enterprise Success & Product Support

About the Role

AuditorsDesk is looking for a Business Analyst – Enterprise Success & Product Support to work as a coordination link between customers, the support team, business team, and the in-house IT/product team.

The person will help ensure that customer issues are properly understood, ticket closures are reviewed for quality, product feedback is captured clearly, and important implementation matters are followed through.

This role is suitable for someone with an audit, accounting, consulting, business operations, customer success, or product support background who wants to work in a SaaS product environment.

Key Responsibilities / Primary KPIs

1. Improving ticket closure quality

The role will help review whether important customer tickets, especially bug-related or repeated issues, have been closed properly from the user's point of view.

The person will not be expected to technically resolve tickets. The focus will be on checking whether the issue was understood correctly, whether the response was clear, and whether the user is satisfied with the outcome.

2. Separating bugs from enhancement requests

Customer feedback often comes in an unstructured manner. This role will help convert business pain points, support inputs, and customer suggestions into clear notes for the product and IT teams.

The person should be able to identify whether an issue is a bug, a training gap, a configuration matter, or a genuine product enhancement request.

3. Reducing senior team involvement in routine coordination

High-value customers often require structured follow-up and handholding. This role will help absorb part of that coordination effort by tracking open matters, following up with internal teams, and ensuring that updates are not missed.

The objective is to reduce avoidable involvement of founders and senior team members in day-to-day follow-ups.

4. Identifying repeated issues and improvement areas

The person will help track recurring support issues and repeated customer queries. These patterns can then be converted into improvement areas for the product, training material, user communication, automation, reports, or audit workflow design.

The objective is to reduce repeat issues over time instead of treating every issue in isolation.

5. Supporting selected client implementations

As the person builds product understanding, they will gradually support selected implementation initiatives, especially for high-value or complex customers.

This may include coordinating onboarding, tracking open issues, assisting in training coordination, preparing implementation notes, and joining client-site visits where required.

• 1–4 years of experience in audit, accounting, consulting, business operations, customer success, implementation, or product support
• Good written and verbal communication skills
• Strong follow-up and documentation discipline
• Ability to coordinate between customer-facing teams and technical teams
• Basic understanding of audit, accounting, or enterprise business processes
• Comfort with tools such as Zoho ticketing system, Excel / Google Sheets, and other software platforms