Customer Experience Operations Analyst

Job Description

• As a Customer Experience Operations Analyst, you will help refine and improve our customer support operations. You understand customer support ticketing systems and how to audit and standardize the infrastructure and automate workflows. You will collaborate with several teams to pull ad hoc reports, create dashboards, investigate ticket flow issues, and provide insights to enhance customer experience. • In the role of Customer Experience Analyst, you will report to the Senior Manager, Analytics & Voice of Customer. • We are considering applicants for the location(s) of San Francisco, Culver City, or Dallas.

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!