Customer Experience Operations Analyst - job_id_Job

About the role

As a Customer Experience Operations Analyst, you will refine and improve the customer support operations. You will audit and standardize the ticketing infrastructure, automate workflows, pull ad‑hoc reports, and provide insights to enhance the customer experience.

• Analyze ticket flow, identify pain points, and implement solutions to improve ticket handling processes.
• Develop and implement macros, triggers, and automation within the customer support infrastructure to refine processes, route tickets, and populate accurate data fields.
• Standardize tagging and collection methodology across multiple channels and lines of business.
• Pull ad‑hoc reports on ticket volume and agent productivity metrics and interpret trends for external teams.
• Create new dashboards or visualizations for the Customer Experience team to track important metrics and trends.
• Consult with the Knowledge Management team to suggest Help Center or Chatbot changes that improve customer self‑service and reduce ticket volume.

• 5+ years of experience with analytics and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Experience identifying patterns and trends in data to provide insights.
• Experience creating reports, dashboards, and visualizations using tools such as Zendesk Explore, Tableau, or Power BI.
• Experience with SQL or other data‑querying languages.
• Experience optimizing processes and improving customer experience.
• Bachelor’s degree in Data Analysis, Information Systems, or a related field.

This brand‑new team within the greater Customer Experience ecosystem focuses on ensuring both customers and agents have a streamlined and accurate experience. It provides data‑driven insights that support leaders in making informed decisions, with strong communication and inter‑departmental collaboration.

• Competitive salary with performance bonus potential.
• Flexible time‑off policies.
• Comprehensive medical, dental, vision, STD, LTD, and life insurance.
• Health Savings Account (HSA) program.
• Health care and dependent care Flexible Spending Accounts (FSA).
• 401(k) plan with employer match.
• Employer‑paid commuter benefit.
• Support program for new parents.
• Pet insurance; some offices are pet friendly.

We are an equal opportunity employer and value diversity suant to applicable law, we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.