Customer Experience Operations Analyst

Job Description

• As a Customer Experience Operations Analyst, you will help refine and improve our customer support operations. • Analyze ticket flow, identify the cause of 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.

Qualifications

• 5 years 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 like 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

Benefits

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually. • Flexible time off policies allowing you to take the time you need to be your whole self. • Generous medical, dental, vision, STD, LTD, and life insurance • Health Saving Account HSA program • Health care and dependent care FSA • 401(k) plan, with employer match • Employer paid commuter benefit • Support program for new parents • Pet insurance and some of our offices are pet friendly!