CX Business Systems Analyst

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

📋 Description

• Take charge of CX technology implementations across all EverPro businesses, encompassing discovery and requirements gathering through configuration, testing, launch, adoption, and continuous optimization.

• Spearhead the implementation and expansion of Fin and other AI-driven Customer Experience solutions across the portfolio.

• Collaborate with CX leaders and Ops partners to grasp business objectives, challenges, workflows, and customer journeys, translating these insights into effective technology solutions.

• Assist teams in developing the processes, knowledge, and content necessary for the successful deployment of AI-enhanced customer service experiences.

• Oversee or support the implementation of Customer Support, Customer Success, knowledge management, conversation intelligence, telephony, and CRM platforms.

• Establish implementation requirements, system architecture, integrations, workflows, permissions, reporting, and governance standards.

• Lead data migration and system consolidation initiatives when businesses shift from one CX platform to another.

• Manage multiple cross-functional projects concurrently while maintaining project plans, dependencies, risks, decisions, and stakeholder communications.

• Remain updated on emerging AI and Customer Experience technologies and identify opportunities to enhance customer experiences while boosting operational efficiency.

⛳️ Requirements

• A minimum of 5 years of experience implementing, administering, or managing Customer Experience, Customer Support, Customer Success, or related SaaS platforms.

• Hands-on experience with Fin or a similar AI-driven customer service platform is highly preferred.

• Proven experience leading technology implementations from requirements gathering and solution design through to launch and adoption.

• Strong understanding of Customer Support and/or Customer Success operations, including case management, routing, automation, knowledge management, self-service, customer communications, and reporting.

• Experience designing or implementing workflows that integrate AI, automation, and human-assisted customer service.

• Demonstrated capability to convert business requirements into scalable technology solutions.

• Excellent written and verbal communication skills, with the ability to convey technical concepts to non-technical stakeholders.

• Comfortable working in a dynamic environment with multiple businesses, technology stacks, and competing priorities.

• Strong attention to detail combined with strategic thinking regarding the overall customer experience.

• Experience implementing AI agents, chatbots, or generative AI within Customer Support or Customer Success teams.

• Familiarity with Zendesk, Salesforce Service Cloud, Planhat, ChurnZero, or similar CX/CS platforms.

• Experience consolidating multiple Customer Support or Customer Success organizations onto a unified technology stack.

• Background in a multi-brand, portfolio, or SaaS organization.

• Experience in developing business cases and evaluating ROI for CX technology and automation investments.

• Must be eligible to work in the United States without sponsorship.

🏝️ Benefits

• Flexibility to work wherever and however you prefer within your country of employment – in-office, remote, or hybrid.

• Immediate access to comprehensive health and wellness benefits, including an annual wellness stipend starting on Day 1.

• 401k with up to a 4% match and immediate vesting.

• Flexible and generous (FTO) time-off policy.

• Employee Stock Purchase Program.