CX Operations Analyst

📋 Description

• Build and maintain CX dashboards for Tech Support, CS, and AM.
• Monitor data issues across CX tools (Planhat, Zendesk, Salesforce, Snowflake) and resolve.
• Define and standardize metrics like Time to Value (TTV) and Cost per Contact (CPC).
• Collaborate with the CX Ops Manager to design reports and health trends.
• Deliver actionable insights on ticket trends and customer friction.
• Support ad hoc analyses and scalable, repeatable reporting.

🎯 Requirements

• 3–5 years in Revenue Ops, CX Ops, or Analytics in SaaS.
• SQL proficiency; comfortable querying large datasets.
• Experience with data viz tools (Looker, Tableau, Power BI, Sigma).
• Familiarity with Salesforce, Zendesk, Planhat, or Gainsight.
• Understanding SaaS metrics: churn, retention, ARR/NRR, CSAT.
• Cross-functional collaboration with data, ops, and customer teams.

🎁 Benefits

• 100% medical, dental, vision, and mental health coverage.
• Supplemental insurance premiums for you and family.
• 16 weeks paid parental leave.
• Unlimited PTO.
• Remote work and wellness stipends.
• Professional development budget.