CX Operations Analyst

Job Description:

• Build and maintain centralized dashboards for CX functions (Technical Support, Customer Success, Account Management).
• Monitor and troubleshoot data issues across CX systems (Planhat, Zendesk, Salesforce, Snowflake) — proactively identify anomalies, coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact.
• Define and standardize metrics like Time to Value (TTV), arenaflex per Contact (CPC), and escalation costs to drive consistency across teams.
• Partner with the CX Ops Manager to design reporting and analytics that reveal performance drivers and customer health trends.
• Deliver actionable insights on things like ticket trends, customer friction points, and self-service opportunities.
• Support ad hoc analysis and campaign targeting requests with scalable, repeatable reporting processes.
• Collaborate closely with the Data team to align infrastructure and ensure CX reporting is accurate, consistent, and accessible.
• Contribute to process optimization and forecasting projects, using data to improve team efficiency and capacity planning. Requirements:
• 3–5 years of experience in Revenue Operations, CX Operations, or Analytics roles within a SaaS environment.
• Hands-on experience with data visualization tools (Sigma, Looker, Tableau, or similar).
• Familiarity with customer-facing systems like Salesforce, Zendesk, Planhat, or Gainsight.
• Proficiency in SQL (comfortable querying large datasets and joining tables).
• A strong understanding of SaaS metrics — churn, retention, ARR, NRR, CSAT, etc.
• Experience partnering cross-functionally with data, operations, and customer-facing teams. Benefits:
• 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
• 16 weeks paid parental leave
• Unlimited PTO
• Stipends for remote work and wellness
• Professional development budget Apply tot his job Apply tot his job