Customer Experience Operations Analyst
About The Position
Tines, a company with co-headquarters in Dublin and Boston, provides an intelligent workflow platform that leverages AI, automation, and integration to drive business results for a diverse customer base. Founded in 2018, Tines is known for its vendor-agnostic approach, integrating with any API-enabled service to help customers achieve their goals faster. The platform is also designed with security and privacy in mind, making it popular with security-focused teams. Tines operates on values of Simplicity, Speed, and Soundness, aiming to deliver exceptional customer experiences and foster a culture of curiosity, growth, and integrity. They are seeking a Customer Experience Operations Analyst to join their Revenue Operations team, a remote position based in EST or CST. This is a foundational role to build the CX Ops function from the ground up, partnering with CX leadership and frontline managers to create scalable solutions for operational challenges. The role involves platform administration, data infrastructure, process optimization, and strategic initiatives, with the goal of enabling the CX team to operate more efficiently and make data-driven decisions.
Requirements
- 2-4 years in an analytical role (CS Ops, RevOps, consulting, business analytics, or similar)
- Experience administering or working deeply within platforms like Salesforce, Gainsight, Planhat, or similar
- Comfort learning and building automations (you don't need to be an expert, but you'll be doing this daily)
- Strong data analysis and dashboard-building skills
- Ability to build trust and work independently with cross-functional stakeholders
- Direct Planhat experience
- SQL or technical querying skills
- Experience implementing NPS/CSAT survey programs
- Knowledge of CSQL/expansion motions
- Familiarity with Tines product and automation concepts
- Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Responsibilities
- Own administration of Planhat (our customer experience platform), including building automations, creating dashboards, resolving data discrepancies, and ensuring platform health
- Develop self-service reporting capabilities that give CS managers instant access to the metrics they need
- Maintain data quality and integrity across CS systems and integrations
- Serve as the primary ops partner for frontline CS managers, building trust and understanding their day-to-day needs
- Refine critical customer lifecycle processes including sales-to-CS handoff, QBR cadences, and renewal workflows
- Identify process gaps with CS ICs and managers and implement improvements that scale with team growth
- Redefine customer health scoring methodology and ensure adoption across the organization
- Design and implement survey programs (NPS/CSAT) that drive actionable insights
- Launch and operationalize a CSQL (Customer Success Qualified Lead) motion to drive expansion opportunities
Benefits
- equity
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
