Customer Experience Operations Analyst
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About The Position
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. * Analyze ticket flow, identify the cause of pain points, and implement solutions to improve ticket handling processes. * Create new dashboards or visualizations for the Customer Experience team to track important metrics and trends globally, including ticket volume and agent productivity. * Interpret and present data to Customer Experience teams and multiple departmental leaders. * Develop and implement triggers and automations within the customer support infrastructure to refine processes, route tickets, and populate accurate data fields. * Standardize tagging and collection methodology across multiple channels and lines of business.
