Analyst, Guest Care, Tim Hortons, Canada

Restaurant Brands International•Toronto, ON

1d•Onsite

About The Position

The Analyst, Guest Care is responsible for managing and resolving complex and escalated guest issues while ensuring a high-quality guest experience. This role acts as a key escalation point for Guest Care teams, collaborating cross-functionally with internal departments and external partners to ensure timely and effective issue resolution. Additionally, the role focuses on identifying systemic issues, analyzing trends, and supporting continuous improvement initiatives to enhance processes and overall guest satisfaction. RBI follows a 5 day, in-office work schedule to support collaboration. Successful candidates will be expected to work onsite 5 days per week out of our Toronto, ON office.

Requirements

2+ years of experience in customer service, guest relations, or a similar role, with a proven track record of handling complex or escalated issues.
Exceptional verbal and written communication skills, with the ability to clearly explain complex issues to both technical and non-technical audiences.
Comfortable working cross-functionally and building relationships with internal teams and external partners.
Strong passion for delivering an outstanding guest experience and advocating for the guest in all decision-making.
Ability to prioritize, multitask, and remain composed under pressure while managing competing demands.
High level of accuracy and ownership in handling cases, reporting, and follow-ups.

Nice To Haves

Familiarity with tools such as Zendesk, Qualtrics, Jira, Confluence, Chase Portal, Databricks, Forter, Fiserv, and DataDog is considered an asset.

Responsibilities

Manage and Resolve Complex Guest Issues: Take ownership of high-priority or sensitive guest concerns by conducting thorough investigations and coordinating cross-functional efforts to deliver timely, effective resolutions that uphold brand standards.
Support Internal Escalations: Act as a subject matter expert and escalation point, providing guidance, and solutions for challenging cases while contributing to overall team performance improvement.
Collaborate with Third-Party Partners: Work closely with external partners (including delivery platforms, fulfillment vendors, and loyalty program providers) to investigate issues, coordinate resolutions, and maintain strong operational relationships.
Act as Liaison Between Guests and Internal Teams: Serve as the central point of contact to ensure guest issues are properly triaged, escalated, and resolved by appropriate stakeholders.
Identify and Escalate Systemic Issues: Recognize recurring problems or process gaps and proactively escalate them to drive long-term solutions and operational improvements.
Analyze and Report on Trends: Monitor Guest Care volumes, escalation patterns, product launches, and technology updates to identify trends. Provide insights and recommendations to improve processes, reduce friction, and enhance the guest experience.