Customer Experience Operations Analyst

Job Summary

Seeking a highly organized, process-driven CX Strategy & Operations Senior Analyst to work remotely, who will streamline operational workflows, manage cross-functional technical requests, and audit financial data to support the Customer Experience organization.

Key responsibilities

• Oversee ticket escalation management to ensure efficient resolution of critical customer issues
• Manage and optimize the intake and fulfillment process for customer environment requests
• Facilitate the bi-monthly Technical Advisory Services request cycle to align resources on customer priorities

Required qualifications

• 3-5 years of experience in Customer Success Operations, Technical Operations, or Revenue Operations within a SaaS or enterprise technology company
• Hands-on experience with Salesforce (SFDC), Zendesk, and Jira
• Proven ability to communicate effectively between technical teams and customer-facing teams
• Strong proficiency in Excel/Google Sheets for data tracking and financial data handling
• Experience managing Root Cause Analysis (RCA) processes and translating incident timelines into documentation