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Customer.io helps companies communicate with their customers in a more authentic and human way. Its versatile marketing automation platform helps “bring humanity to business comm
CX Operations Analyst
Location
United States
Posted
121 days ago
Salary
$90K - $100K / year
Seniority
Senior
Job Description
CX Operations Analyst
Customer.io
• 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), Cost 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.
Job 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
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