Customer Experience SysOps Analyst

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

📋 Description

• Configure and manage Zendesk, ChurnZero, and GuideCX, bringing the configuration work for Zendesk in-house.

• Take full ownership of monthly churn reporting, from data extraction to the leadership presentation.

• Analyze ad hoc inquiries such as ticket surges and report probable reasons.

• Cleanse inaccurate data that hinders playbooks and reporting.

• Rectify processes that lead to data quality challenges.

• Leverage AI and automation to minimize manual tasks and verify outputs against source data.

• Collaborate with Customer Success, Support, and Implementations teams.

⛳️ Requirements

• Experience in SaaS focused on CX operations, CS operations, or systems administration.

• Background in configuring support platforms like Zendesk or Intercom and customer success platforms.

• Proficient understanding of churn, net revenue retention, and support metrics.

• Strong data capabilities, including bulk data cleaning and creating dashboards in Power BI or similar tools.

• Confident in daily AI utilization, with the discipline to verify outputs and articulate them.

• Ability to manage multiple stakeholders effectively.

• Willingness to work during Australian business hours.

• Direct experience with ChurnZero, GuideCX, or Zendesk is advantageous but not mandatory.

🏝️ Benefits

• Remote-first work environment based in the Philippines.

• Access to coworking spaces.

• Travel to clients as necessary.

• Flexible working arrangements.

• Access to a learning platform offering thousands of tailored learning pathways.

• Employee Assistance Program that provides free, confidential support for employees and their families.

• Annual Rise kick-off event.

• Recognition awards for years of service.

• Social events.

• RMS merchandise.

• Significant ownership and the chance to contribute to a global SaaS enterprise.