Customer Service Analyst

Cx Operations Analyst

We are searching for a detail oriented and proactive CX Operations Analyst to be a core driver in identifying operational inefficiencies and improving our customer support processes based off data analysis. The ideal candidate will have experience using Zendesk, working with business requirements, exceptional analytical skills, and a proven ability to work cross-functionally to drive improvements. This role is crucial for diving deep into performance data, uncovering the "why" behind operational metrics, and collaborating with various teams to implement solutions that enhance the overall customer experience. They will conduct granular root cause analysis on ticket flow and KPIs to uncover customer pain points and service gaps while monitoring and interpreting performance metrics such as ticket volume, agent productivity, and customer satisfaction.