Customer Experience Operations Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist self-service customers during their onboarding process by addressing product inquiries, offering guidance, and troubleshooting basic technical issues.

• Monitor customer inquiries, onboarding obstacles, and recurring challenges to recognize patterns and areas for improvement.

• Oversee self-service and PLG metrics including signups, activation, implementation progress, product utilization, go-live status, and retention rates.

• Examine customer and product data to uncover friction points, successful behaviors, and additional support requirements.

• Develop and evaluate scalable customer programs such as automated outreach, in-product guidance, customer education, and initiatives for adoption.

• Utilize tools like Userpilot, Pendo, Heap, or similar to analyze product interactions and facilitate customer-behavior reporting.

• Enhance and maintain self-service resources, customer communications, internal documentation, and process guides.

• Identify customer trends, risks of churn, and potential upgrade opportunities, sharing insights with Customer Experience, Product, and other teams.

• Collaborate with Customer Success, Support, Implementation, and Product teams on projects related to onboarding, adoption, and the self-service journey.

• Assist with additional Customer Experience operations and reporting projects as the self-service program expands.

⛳️ Requirements

• At the beginning of your career and eager to gain experience at the crossroads of Customer Experience, technology, data, and operations.

• Naturally inquisitive and analytical, with a knack for investigating customer issues, unexpected behaviors, patterns, and their root causes.

• Comfortable working with data and metrics to spot trends, formulate hypotheses, and decide on actions to enhance customer experience.

• Technologically curious and open to learning about customer analytics, product adoption, and reporting software.

• Confident in troubleshooting basic technical problems and willing to conduct investigations before escalating issues.

• Interested in scalable solutions rather than repeatedly addressing the same customer issue individually.

• Excellent written and verbal communication skills.

• Detail-oriented and organized, capable of managing multiple priorities and completing projects effectively.

• Comfortable working independently, trying out new approaches, and posing thoughtful questions.

• Customer-focused, with a keen interest in onboarding, adoption, retention, and long-term customer value.

• Bachelor’s degree or equivalent experience in Business, Information Systems, Data Analytics, Marketing, Communications, or a related field (preferred).

• Experience handling data through coursework, internships, projects, or previous positions (preferred).

• Familiarity with SaaS products (preferred).

• Exposure to platforms such as Userpilot, Pendo, Heap, Zendesk, Intercom, HubSpot, or similar (preferred).

• Basic experience with reporting, dashboards, spreadsheets, or data visualization (preferred).

🏝️ Benefits

• Opportunity to work in a dynamic and innovative environment.

• Professional development and growth opportunities.

• Collaborative team culture focused on customer success.

• Access to the latest tools and technologies in the industry.