📌 Core Information
🔹 Job Title: Customer Care Analyst, Communications
🔹 Company: Workday
🔹 Location: Costa Rica (Remote)
🔹 Job Type: Hybrid (Flexible Work)
🔹 Category: Customer Care & Support
🔹 Date Posted: May 19, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: Remote (with office presence)
🚀 Job Overview
Key aspects of this role include:
- Welcoming new Workday customers to the Support ecosystem
- Handling an incoming case queue and resolving customer issues
- Acting as a liaison between customers and internal teams
- Prioritizing and raising customer issues as needed
ASSUMPTION: This role requires strong communication skills, attention to detail, and the ability to work effectively in a fast-paced environment.
📋 Key Responsibilities
✅ Welcome new Workday customers to the Support ecosystem
✅ Handle an incoming case queue and resolve customer issues in a timely manner
✅ Clearly and succinctly detail communications to customers
✅ Liaison between the customer and our internal teams to ensure the customers’ needs are being met
✅ Prioritize and raise customer issues as the need arises
ASSUMPTION: The role may require working with various tools and technologies, such as CRM software, Salesforce, and Jira.
🎯 Required Qualifications
Education: Bachelor's degree or equivalent experience; business or technical degree
Experience: Minimum of 3 years experience in a customer service role
Required Skills:
- Excellent verbal and written communication skills
- Solid computer skills (Excel, Word, Powerpoint, software applications)
- Ability to absorb new concepts and technologies quickly
- Attention to detail and able to keep track of lots of data effectively
- Excellent teammate who will work across the organization and company to continue improving the way we serve our customers
- Ability to collaborate and build positive relationships
- Ability to understand and interpret data from multiple sources
- Efficiently research customer issues and questions with a follow through to resolution
- Ability to work in a fast paced, dynamic, and upbeat environment
- Forward-thinking individual who will analyze and improve current processes
Preferred Skills:
- Experience with CRM software, Salesforce, Jira etc.
ASSUMPTION: While not explicitly stated, proficiency in English is likely required for this role.
💰 Compensation & Benefits
Salary Range: $35,000 - $55,000 USD per year (Estimated based on industry standards for the role, experience level, and location)
Benefits:
- Competitive Remuneration Package
- Flexible Working From Home
- Fully Stocked Snack Bar
- Dedicated Play Room
- Regular Employee Events
- Premium Health Insurance
Working Hours: Full-time (40 hours per week) with flexible scheduling
ASSUMPTION: The salary range is an estimate based on industry standards for a Customer Care Analyst role in Costa Rica with 2-5 years of experience.
📌 Applicant Insights
🔍 Company Context
Industry: Workday is a leading provider of enterprise cloud applications for finance and human resources, helping customers adapt and thrive in a changing world.
Company Size: Workday has 10,001+ employees globally, providing a large and diverse work environment.
Founded: Workday was founded in 2005 and has since grown to become a publicly traded company.
Company Description:
- Workday applications for financial management, human resources, planning, spend management, and analytics are built with artificial intelligence and machine learning at the core.
- Workday is used by more than 10,000 organizations around the world and across industries – from medium-sized businesses to more than 50% of the Fortune 500.
- Workday's mission is to help customers adapt and thrive in a changing world by providing innovative enterprise cloud applications.
Company Specialties:
- Financial Management
- Human Capital Management (Human Resources Management)
- Workforce Planning + Talent Management)
- Payroll
- Expenses
- Time Tracking
- Procurement
- Grants Management
- Recruiting and Planning
Company Website: http://www.workday.com
ASSUMPTION: Workday's focus on innovation and customer success creates a dynamic work environment that values continuous learning and improvement.
📊 Role Analysis
Career Level: This role is at the mid-level career stage, requiring relevant experience and a strong skill set.
Reporting Structure: The Customer Care Communications team is an extension of Workday Support, working closely with other teams to ensure customer inquiries are efficiently followed up on.
Work Arrangement: This role follows Workday's Flex Work approach, combining in-person time and remote work. Analysts spend at least half (50%) of their time each quarter in the office or in the field with customers, prospects, and partners.
Growth Opportunities:
- As Workday continues to grow, there may be opportunities for career advancement within the Customer Care team or other departments.
- Working on diverse customer cases can help develop problem-solving and communication skills.
- Collaborating with internal teams can provide insights into other aspects of the business and foster professional growth.
ASSUMPTION: Workday's large employee base and diverse customer portfolio create ample opportunities for learning and growth.
🌍 Location & Work Environment
Office Type: Workday's offices are designed to be collaborative and engaging, with dedicated play rooms and fully stocked snack bars.
Office Location(s): Workday has offices in various locations worldwide, including Costa Rica (remote for this role).
Geographic Context:
- Costa Rica offers a tropical climate, diverse culture, and a growing tech industry.
- The country's focus on environmental sustainability and work-life balance may appeal to certain candidates.
- Costa Rica's central time zone may require some flexibility in working hours to accommodate customers in different time zones.
Work Schedule: Full-time (40 hours per week) with flexible scheduling, allowing for a healthy work-life balance.
ASSUMPTION: Working remotely from Costa Rica may require some adjustment to time zones and work hours to effectively collaborate with the global Workday team.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening
- Behavioral and technical interviews
- Final round with hiring manager
Key Assessment Areas:
- Communication skills
- Problem-solving abilities
- Customer focus
- Adaptability and learning agility
Application Tips:
- Tailor your resume and cover letter to highlight relevant skills and experiences for this role.
- Demonstrate your problem-solving skills and customer focus in your application materials.
- Showcase your ability to work effectively in a fast-paced, dynamic environment.
ATS Keywords: Customer Service, Communication Skills, CRM Software, Salesforce, Jira, Data Interpretation, Research Skills, Team Collaboration, Attention to Detail, Problem Solving, Fast-Paced Environment, Process Improvement, Technical Skills, Excel, Word, PowerPoint
ASSUMPTION: Workday's application process may include assessments or projects to evaluate candidates' skills and fit for the role.
🛠️ Tools & Technologies
- CRM software (e.g., Salesforce)
- Project management tools (e.g., Jira)
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Various Workday-specific tools and platforms
ASSUMPTION: The specific tools and technologies used may vary depending on the team and the customer's needs.
👔 Cultural Fit Considerations
Company Values:
- Putting our people first
- Acting with integrity
- Embracing diversity and inclusion
- Collaborating and winning together
- Innovating and adapting
Work Style:
- Collaborative and team-oriented
- Focused on customer success
- Adaptable and innovative
- Data-driven and analytical
Self-Assessment Questions:
- Do you thrive in a fast-paced, dynamic work environment?
- Are you comfortable working with diverse teams and customers?
- Can you effectively balance multiple priorities and manage your time effectively?
- Do you have strong communication skills and the ability to build positive relationships?
ASSUMPTION: Workday's culture values collaboration, innovation, and a customer-centric mindset, with a strong focus on employee well-being and growth.
⚠️ Potential Challenges
- Handling a high volume of customer inquiries and maintaining a high level of customer satisfaction
- Working effectively in a remote or hybrid work environment
- Adapting to new tools, technologies, and processes as the company grows and evolves
- Managing work-life balance in a fast-paced, dynamic environment
ASSUMPTION: Workday's large customer base and focus on continuous improvement may present unique challenges and opportunities for growth.
📈 Similar Roles Comparison
- Customer Care Analyst vs. Customer Care Specialist: The Analyst role may require more complex problem-solving and process improvement, while the Specialist role focuses more on day-to-day customer interactions.
- Industry-specific context: Workday's focus on enterprise cloud applications for finance and human resources sets it apart from companies specializing in other industries or products.
- Career path comparison: This role can serve as a stepping stone to more senior positions within the Customer Care team or other departments, such as Customer Care Manager, Team Lead, or even transitioning into a different functional area like Product or Engineering.
ASSUMPTION: While the core responsibilities of this role may be similar to other Customer Care positions, the specific context, tools, and growth opportunities may vary significantly.
📝 Sample Projects
- Developing and implementing a new customer onboarding process to improve the customer experience
- Analyzing customer feedback and data to identify trends and areas for improvement in the Support ecosystem
- Collaborating with internal teams to create and maintain knowledge base articles to help customers resolve common issues independently
ASSUMPTION: These sample projects illustrate the types of initiatives a Customer Care Analyst might work on, but the specific projects may vary depending on the team's priorities and the customer's needs.
❓ Key Questions to Ask During Interview
- Can you describe a typical day or week in this role?
- How does this team collaborate with other departments to ensure customer needs are met?
- What opportunities are there for professional growth and development within this role or the Customer Care team?
- How does Workday support work-life balance for its employees?
- Can you share an example of a time when the team faced a significant challenge and how they overcame it?
ASSUMPTION: Asking thoughtful questions during the interview process demonstrates your interest in the role and provides valuable insights into the work environment and company culture.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Tailor your resume and cover letter to highlight your relevant skills and experiences for this role.
- Prepare examples of your problem-solving skills and customer focus to discuss during the interview process.
- If applicable, gather any portfolio or project examples that demonstrate your skills and qualifications.
- Follow up with the hiring manager one week after submitting your application to express your interest and reiterate your qualifications.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
