Workday—Customer Care Communications Analyst

Job description

Description: Your work days are brighter here. We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too. About the Team The Customer Care team is an extension of Workday Support. We are driven by our excitement in providing customers an extraordinary support experience! Our team is comprised of a diverse mix of backgrounds and experiences working towards the goal of helping our customers succeed. We have teams based out of California, Texas, and Georgia in the US, Ireland in the EMEA region, New Zealand in the APAC region, Pune, India! About the Role As a Customer Care Communications, you will be part of a dedicated team focused on delivering fast, clear, and effective support to our customers. In this versatile role, you will manage incoming cases, resolve customer inquiries, and serve as a vital link between our customers and internal teams in a dynamic, fast-paced environment. Work Arrangement: Hybrid (Minimum 50% in-office attendance required) What You’ll Do - Case Management: Manage an incoming case queue, resolving customer issues accurately and within established service-level timeframes. - Customer Communication: Communicate clearly, concisely, and empathetically with customers across both written and verbal channels. - Team Collaboration: Collaborate closely with fellow Customer Care analysts to ensure all customer inquiries are systematically tracked and followed up on efficiently. - Internal Liaison: Act as the primary bridge between customers and internal teams, ensuring customer needs are thoroughly understood and addressed. - Issue Escalation: Identify, prioritize, and escalate sensitive or complex customer issues to appropriate partners as they arise. About You - 3 years of experience in a customer service, client support, or customer care operations role. - Strong Communicator & Collaborator: Excellent written and verbal communication skills, with a track record of building positive, trust-based relationships with customers and colleagues. - Thrives Under Pressure: Proven ability to multitask, prioritize effectively, and maintain high accuracy in a fast-paced, high-volume environment. - Adaptable & Agile: Highly adaptable to changing priorities, processes, and business needs with a continuous improvement mindset. - Analytical & Resourceful: Comfortable interpreting and synthesizing data from multiple sources to inform decisions, research customer issues, and drive them to resolution. - Organized & Detail-Oriented: Highly organized, with strong attention to detail when managing customer data and record-keeping. - Adaptable Learner: Quick to pick up new internal tools, operational concepts, and workflow processes. Nice to Have - Experience working with CRM or ticketing platforms such as Salesforce, Jira, or similar tools. Our Approach to Flexible Work With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter. Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law. Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law. If you require a reasonable accommodation, you may email accommodations@workday.com, as far in advance as possible. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.