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Customer Experience Operations Analyst
| Company | Crunchyroll |
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| Location | Los Angeles, CA, USA |
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| Salary | $71060 – $88825 |
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| Type | Full-Time |
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| Degrees | Bachelor’s |
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| Experience Level | Mid Level, Senior |
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Requirements
- 5 years experience with analytics and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud)
- Experience identifying patterns and trends in data to provide insights
- Experience creating reports, dashboards, and visualizations using tools like Zendesk Explore, Tableau, or Power BI
- Experience presenting insights to leadership teams
- Experience with SQL or other data querying languages
- Experience optimizing processes and improving customer experience
- Experience working with global customer experience teams
- Bachelor’s degree in Data Analysis, Information Systems, or a related field
Responsibilities
- Analyze ticket flow, identify the cause of pain points, and implement solutions to improve ticket handling processes
- Create new dashboards or visualizations for the Customer Experience team to track important metrics and trends globally, including ticket volume and agent productivity
- Interpret and present data to Customer Experience teams and multiple departmental leaders
- Develop and implement triggers and automations within the customer support infrastructure to refine processes, route tickets, and populate accurate data fields
- Standardize tagging and collection methodology across multiple channels and lines of business
Preferred Qualifications
No preferred qualifications provided.
