CX Process Analyst

The Service Companies • Mesa, AZ

64d

About The Position

As the CX Process Analyst, you will play a pivotal, hybrid role in supporting our Customer Experience team through a dynamic period of growth. This position is central to ensuring our frontline teams are supported by clear, consistent, and up-to-date documentation while also helping to manage our public customer engagement channels. Approximately 70% of your time will be dedicated to process and workflow documentation, where you'll collaborate with CX leadership to build and maintain our internal knowledge base. The remaining 30% will be focused on providing crucial operational support to our Customer Engagement Advocates (CEA) team, helping us manage customer feedback from public-facing platforms. This is an exciting opportunity for a highly organized and detail-oriented individual to make a significant impact on our operational efficiency and customer satisfaction.

Requirements

• 2+ years of experience in a role focused on technical writing, process documentation, or knowledge base management, preferably within a tech or startup environment.
• Exceptional attention to detail and a passion for organization.
• Excellent written communication skills, with a proven ability to distill complex processes into simple, clear, and actionable steps.
• A proactive and adaptable mindset, with the ability to manage multiple tasks and shift priorities in a fast-paced environment.
• Hands-on experience with CX platforms like Zendesk and Guru.
• Previous experience in a customer-facing or community support role.
• Familiarity with basic project management principles.

Responsibilities

• Create & Maintain Documentation: Develop, write, and update key operational documents, including agent-facing SOPs, knowledge base articles, and detailed process maps. This includes charting out complex workflows for both our support agents and our automated chat/voice AI deflection processes.
• Process Optimization: Partner with CX managers to identify inconsistencies or gaps in existing documentation and proactively suggest improvements for clarity and efficiency.
• Knowledge Base Management: Organize and maintain the structure of our knowledge base (Guru) to ensure content is easily discoverable and accurate for both our agents and AI tools.
• CEA Operational Support: Monitor and respond to customer feedback on public review sites (e.g., BBB) and social media platforms using pre-approved, professional templates.
• Feedback & Insights Logging: Accurately log and categorize customer complaints and feedback from various channels into internal trackers, contributing to our Voice of the Customer program.
• Cross-Functional Collaboration: Work closely with CX team leads and managers to validate processes and effectively communicate any updates or changes to documentation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees