CX Business Systems Analyst

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

📋 Description

• Take ownership of CX technology implementations across EverPro businesses, overseeing the entire process from discovery and requirements gathering to configuration, testing, launch, adoption, and continuous optimization.

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

• Collaborate with CX leaders and Operations partners to identify business objectives, pain points, workflows, and customer journeys, translating these into effective technology solutions.

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

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

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

• Lead efforts in data migration and system consolidation during transitions between CX platforms.

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

• Stay informed on emerging AI and Customer Experience technologies, identifying opportunities to enhance customer experiences and operational efficiency.

⛳️ Requirements

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

• Practical experience with Fin or a similar AI-based customer service platform is highly preferred.

• Proven track record of 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 in designing or implementing workflows that integrate AI, automation, and human-assisted customer service.

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

• Exceptional 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 along with the ability to think strategically about the overall customer experience.

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

• Nice to have: Experience implementing AI agents, chatbots, or generative AI in Customer Support or Customer Success organizations.

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

• Nice to have: Experience consolidating multiple Customer Support or Customer Success organizations onto a unified technology stack.

• Nice to have: Experience in a multi-brand, portfolio, or SaaS organization.

• Nice to have: Experience in developing business cases and measuring ROI for CX technology and automation investments.

🏝️ Benefits

• Flexibility to work in a manner that best suits you within your country of employment – whether in-office, remote, or hybrid.

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

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

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

• Employee Stock Purchase Program.