Chick-fil-A Support Now is an essential sub-department of Field Operations. We provide support to our corporate users and quick-service restaurants by making it easy for our Operators, Team Members, Customers, and Staff to get answers, solve problems and identify opportunities. We measure success by the speed, accuracy, and experience we provide. The services we offer include customer support, general business support, IT and operation support, systems and application support, networking support, and many other technologies that are utilized by our Franchisees. We also focus on continuous improvement, strategy and insights to make things better for today and where Chick-fil-A is headed tomorrow.
The Lead Analyst role will be responsible for delivering insights that advance the mission and purpose of Chick-fil-A Customer Support through performing analyses and providing recommendations to efficiently and effectively fulfill our mission.
The role of the Lead Analyst includes:
+ Partner in creating Chick-fil-A's Customer Support Analytics roadmap
+ Ongoing support of the Analytics roadmap and initiatives.
+ Conduct the planning, organization, and execution of various types of analyses.
+ Apply knowledge of analytical and statistical principles to develop timely analyses and reports that include dashboards and written interpretations of findings.
+ Create and maintain metrics, governance and user reports, and other documentation as appropriate to enable insights to various stakeholders.
+ Access, explore, adjust and analyze relevant support and Restaurant data from multiple sources and systems.
Our Flexible Future model offers a healthy mix of working in person and remotely, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Responsibilities
Data/Tools/Modeling
+ Provide analytical support to the implementation of the CS&R Analytics roadmap.
+ Manage maintenance and accuracy of existing data for analysis, reporting, and distribution.
+ Build data queries, scorecards, reports and dashboards (e.g. SQL, Alteryx, Tableau) to answer key business questions and equip stakeholders as appropriate.
+ Work with multiple stakeholders to develop standard reporting of data needed for strategic, tactical and operational insights.
+ Work in partnership with other analysts to build models for forecasting key CS&R indicators.
+ Coordinate the compilation, data aggregation, and updating of CS&R metrics as necessary.
Strategic Insights
+ Proactively deliver analyses to support the executive team in its evaluation of performance and opportunities for delivering on the CS&R mission, strategic vision and goals.
+ Design, develop and lead analyses as appropriate in order to identify opportunities for improvement.
+ Leverage insights from analysis and data modeling to recommend changes in strategy and processes.
+ Develop presentations and communicate insights to key stakeholders that own and execute strategies related to CS&R or stakeholder projects that impact customer support.
+ Strategically collaborate with business partners, technology teams, and other specialized teams as necessary to identify opportunities for improvements and maximization of our support.
Project Management
+ Ability to balance and execute multiple complex assignments at once.
+ Ability to lead/direct larger projects independently.
+ Collaborate and act as liaison to other departments within and outside of Customer Support
+ Ability to lead quick, high value team meetings.
+ Ability to identify and manage key issues and risk for the project.
+ Partner with enterprise wide analysts to support growth and learning across multiple
Minimum Qualifications
+ Bachelor's Degree in Business, Finance, Math, Statistics, Engineering or other quantitative/technical fields
+ At least 5 years of work experience with a minimum of 3 years of relevant analytics experience
Preferred Qualifications
+ Master's degree
+ Experience with Service Now Performance Analytics
+ Experience with data analysis and metrics for operational performance within a help desk environment
+ Proficient in workforce management
+ Experience with help desk capacity modeling or simulations
+ Hospitality and/or Chick-fil-A restaurant experience
+ Accessing/analyzing data
+ Strong problem-solving skills with the ability to apply the right analytical method to the business problem
+ Attentive to details, but with the ability to understand the big picture
+ Ability to solve practical problems and deal with a variety of variables in situations that may require an immediate decision and/or limited information
+ Understand fundamentals of data quality
+ Experience with Tableau, Alteryx or other data visualization / data processing tools
+ Proficient in SQL
Minimum Years of Experience
5
Travel Requirements
10%
Required Level of Education
Bachelor's Degree
Preferred Level of Education
Masters Degree
Job FunctionHelp Desk
Position TypeExperienced Professionals
Posting Location : LocationUS-GA-Atlanta
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How to hire a lead support analyst
Lead support analyst hiring summary. Here are some key points about hiring lead support analysts in the United States:
- There are currently 45,668 lead support analysts in the US, as well as 129,034 job openings.
- Lead support analysts are in the highest demand in Denver, CO, with 1 current job openings.
- The median cost to hire a lead support analyst is $1,633.
- It takes between 36 and 42 days to fill the average role in the US.
- Human Resources use 15% of their expenses on recruitment on average.
- On average, it takes around 12 weeks for a new lead support analyst to become settled and show total productivity levels at work.
How to hire a lead support analyst, step by step
To hire a lead support analyst, consider the skills and experience you are looking for in a candidate, allocate a budget for the position, and post and promote the job opening to reach potential candidates. Follow these steps to hire a lead support analyst:
Here's a step-by-step lead support analyst hiring guide:
- Step 1: Identify your hiring needs
- Step 2: Create an ideal candidate profile
- Step 3: Make a budget
- Step 4: Write a lead support analyst job description
- Step 5: Post your job
- Step 6: Interview candidates
- Step 7: Send a job offer and onboard your new lead support analyst
- Step 8: Go through the hiring process checklist
Post a lead support analyst job for free, promote it for a fee
Identify your hiring needs
Before you post your lead support analyst job, you should take the time to determine what type of worker your business needs. While certain jobs definitely require a full-time employee, it's sometimes better to find a lead support analyst for hire on a part-time basis or as a contractor.
Determine employee vs contractor statusIs the person you're thinking of hiring a US citizen or green card holder?You should also consider the ideal background you'd like them a lead support analyst to have before you start to hire. For example, what industry or field would you like them to have experience in, what level of seniority or education does the job require, and how much it'll cost to hire a lead support analyst that fits the bill.
Here's a comparison of lead support analyst salaries for various roles:
Type of Lead Support Analyst Description Hourly rate Lead Support Analyst Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization... Show more $43-71 Analyst Lead The duties of an analyst lead depend on one's line of work or industry of employment. Typically, their responsibilities revolve around performing research and analysis, coordinating with different departments to gather leads and data, reviewing findings, and producing reports and presentations for the stakeholders and other higher-ranking officials... Show more $35-58 Systems Support A systems support agent is responsible for resolving system applications and network issues, performing technical configuration, and upgrading systems infrastructure. A systems support representative conducts regular maintenance and diagnostic tests on the computer applications to ensure its optimal performance and efficiency to support business operations and avoid delays in deliverables... Show more $21-42 Create an ideal candidate profile
Common skills:- Technical Support
- Business Processes
- CRM
- Problem Resolution
- Application Support
- Linux
- Data Entry
- SharePoint
- Java
- SME
- Unix
- SQL Server
- Troubleshoot
- SLA
Responsibilities:- Manage data mapping from legacy CRM systems, including creating data mapping documentation in preparation for migration to Salesforce.com.
- Work closely with team members and provide technical knowledge and support making it possible to meet the SLA.
- Maintain SLA consistently above agree upon level for Richmond headquarters facility.
- Assist patients by explaining necessary preparations, reviewing charts after discharge and determining eligibility for medication at government's expense.
- Verify OTC derivatives transaction versus counterparties' confirmations.
- Introduce Unix servers into new a new development environment for mainframe applications which help accelerate code migrations.
Make a budget
Including a salary range in your lead support analyst job description is a great way to entice the best and brightest candidates. A lead support analyst salary can vary based on several factors:- Location. For example, lead support analysts' average salary in oklahoma is 29% less than in delaware.
- Seniority. Entry-level lead support analysts earn 39% less than senior-level lead support analysts.
- Certifications. A lead support analyst with a few certifications under their belt will likely demand a higher salary.
- Company. Working for a prestigious company or an exciting start-up can make a huge difference in a lead support analyst's salary.
Average lead support analyst salary
$116,959yearly
$56.23 hourly rateEntry-level lead support analyst salary$91,000 yearly salaryUpdated December 17, 2025Average lead support analyst salary by state
Rank State Avg. salary Hourly rate 1 New Jersey $136,155 $65 2 Virginia $135,452 $65 3 Ohio $132,967 $64 4 Washington $130,623 $63 5 Maryland $129,435 $62 6 North Carolina $129,000 $62 7 South Carolina $127,670 $61 8 Massachusetts $125,767 $60 9 New York $124,482 $60 10 Minnesota $123,662 $59 11 Oregon $123,516 $59 12 California $121,079 $58 13 Nevada $119,717 $58 14 Illinois $119,228 $57 15 Colorado $117,831 $57 16 Georgia $115,596 $56 17 Arkansas $115,071 $55 18 Michigan $114,906 $55 19 Arizona $112,524 $54 20 Indiana $112,188 $54 Average lead support analyst salary by company
Rank Company Average salary Hourly rate Job openings 1 Nomura Securities $130,418 $62.70 6 2 Citi $120,844 $58.10 54 3 Pwc $120,560 $57.96 486 4 Technology Service Professionals $119,328 $57.37 5 Build-A-Bear Workshop $119,110 $57.26 6 Lazard $117,284 $56.39 7 Flight Centre $116,820 $56.16 8 M&T Bank $116,683 $56.10 15 9 Randstad North America, Inc. $114,677 $55.13 23 10 Federal Reserve Bank $113,104 $54.38 4 11 Federal Reserve $111,676 $53.69 12 First American Financial $111,290 $53.50 11 13 Intercontinental Exchange Holdings Inc $110,103 $52.93 14 Advance Green Energy $110,103 $52.93 15 Guidepoint $108,901 $52.36 16 Empower Retirement $106,001 $50.96 2 17 Henry Schein $105,888 $50.91 1 18 Eaton $105,394 $50.67 74 19 USAA $97,800 $47.02 3 20 AVANGRID $92,664 $44.55 Writing a lead support analyst job description
A good lead support analyst job description should include a few things:
- Summary of the role
- List of responsibilities
- Required skills and experience
Including a salary range and the first name of the hiring manager is also appreciated by candidates. Here's an example of a lead support analyst job description:
Lead support analyst job description example
Post your job
There are various strategies that you can use to find the right lead support analyst for your business:
- Consider promoting from within or recruiting from your existing workforce.
- Ask for referrals from friends, family members, and current employees.
- Attend job fairs at local colleges to find candidates who meet your education requirements.
- Use social media platforms like LinkedIn, Facebook, and Twitter to reach potential job candidates.
Interview candidates
Your first interview with lead support analyst candidates should focus on their interest in the role and background experience. As the hiring process goes on, you can learn more about how they'd fit into the company culture in later rounds of interviews.
It's also good to ask about candidates' unique skills and talents to see if they match your ideal candidate profile. If you think a candidate is good enough for the next step, you can move on to the technical interview.
If your interviews with lead support analyst applicants aren't enough to make a decision, you should also consider including a test project. These are often the best, most straightforward, and least bias-prone ways of determining who will likely succeed in the role. If you don't know how to design an appropriate test, you can ask someone else on the team to create it or take a look at these websites to get a few ideas:
- TestDome
- CodeSignal
- Testlify
- BarRaiser
- Coderbyte
The right interview questions can help you assess a candidate's hard skills, behavioral intelligence, and soft skills.
Send a job offer and onboard your new lead support analyst
Once you've found the lead support analyst candidate you'd like to hire, it's time to write an offer letter. This should include an explicit job offer that includes the salary and the details of any other perks. Qualified candidates might be looking at multiple positions, so your offer must be competitive if you like the candidate. Also, be prepared for a negotiation stage, as candidates may way want to tweak the details of your initial offer. Once you've settled on these details, you can draft a contract to formalize your agreement.
You should also follow up with applicants who don't get the job with an email letting them know that you've filled the position.
Once that's done, you can draft an onboarding schedule for the new lead support analyst. Human Resources should complete Employee Action Forms and ensure that onboarding paperwork is completed, including I-9s, benefits enrollment, federal and state tax forms, etc. They should also ensure that new employee files are created for internal recordkeeping.
Go through the hiring process checklist
- Determine employee type (full-time, part-time, contractor, etc.)
- Submit a job requisition form to the HR department
- Define job responsibilities and requirements
- Establish budget and timeline
- Determine hiring decision makers for the role
- Write job description
- Post job on job boards, company website, etc.
- Promote the job internally
- Process applications through applicant tracking system
- Review resumes and cover letters
- Shortlist candidates for screening
- Hold phone/virtual interview screening with first round of candidates
- Conduct in-person interviews with top candidates from first round
- Score candidates based on weighted criteria (e.g., experience, education, background, cultural fit, skill set, etc.)
- Conduct background checks on top candidates
- Check references of top candidates
- Consult with HR and hiring decision makers on job offer specifics
- Extend offer to top candidate(s)
- Receive formal job offer acceptance and signed employment contract
- Inform other candidates that the position has been filled
- Set and communicate onboarding schedule to new hire(s)
- Complete new hire paperwork (i9, benefits enrollment, tax forms, etc.)
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How much does it cost to hire a lead support analyst?
There are different types of costs for hiring lead support analysts. One-time cost per hire for the recruitment process. Ongoing costs include employee salary, training, onboarding, benefits, insurance, and equipment. It is essential to consider all of these costs when evaluating hiring a new lead support analyst employee.
You can expect to pay around $116,959 per year for a lead support analyst, as this is the median yearly salary nationally. This can vary depending on what state or city you're hiring in. If you're hiring for contract work or on a per-project basis, hourly rates for lead support analysts in the US typically range between $43 and $71 an hour.
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Updated December 17, 2025