Customer.io
CX Operations Analyst
Customer.io
$90k - $100k
Americas Remote
Apply Now ->
Other

CX Operations Analyst

Overview

We’re looking for a CX Operations Analyst to join our growing Revenue Operations organization. This is a foundational role designed for someone who loves working with data, systems, and people — someone who can translate customer experience data into insights that drive action across our Customer Success, Technical Support, and Account Management teams.

Job Description

At Customer.io, our CX Ops team is the connective tissue between data, systems, and customer-facing teams. As a CX Operations Analyst, you’ll play a key role in ensuring our post-sales organization runs efficiently, has reliable visibility into key metrics, and is empowered to make data-driven decisions every day.

Responsibilities

  • - Collaborate with the Data team to ensure centralized CX dashboards are well-defined, actionable, and aligned with the needs of Technical Support, Customer Success, and Account Management.
  • - Monitor and troubleshoot data issues across CX systems (Planhat, Zendesk, Salesforce, Snowflake) — proactively identify anomalies, coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact.
  • - Partner with the CX Ops Manager to design reporting and analytics that reveal performance drivers and customer health trends.
  • - Deliver actionable insights on things like ticket trends, customer friction points, and self-service opportunities.
  • - Support ad hoc analysis and campaign targeting requests with scalable, repeatable reporting processes.
  • - Collaborate closely with the Data team to align infrastructure and ensure CX reporting is accurate, consistent, and accessible.
  • - Contribute to process optimization and forecasting projects, using data to improve team efficiency and capacity planning.

Required Skills

  • - 3–5 years of experience in Revenue Operations, CX Operations, or Analytics roles within a SaaS environment.
  • - Familiarity with customer-facing systems like Salesforce, Zendesk, Planhat, or Gainsight.
  • - Proficiency in SQL (comfortable querying large datasets and joining tables).
  • - A strong understanding of SaaS metrics — churn, retention, ARR, NRR, CSAT, etc.
  • - Experience partnering cross-functionally with data, operations, and customer-facing teams.
  • - Bonus points if you have: Experience with marketing automation tools
  • - Experience with BI and analytics tools (Looker, Tableau, Power BI, or equivalent).
  • - Previous work supporting Customer Success or Technical Support teams.
  • - Experience in a fast-scaling SaaS environment.

Benefits

  • - 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.
  • - 16 weeks paid parental leave.
  • - Unlimited PTO.
  • - Stipends for remote work and wellness.
  • - A professional development budget.
Apply Now ->

About the company

Customer.io

Fueled by first-party data, create personalized journeys across all channels with our customer engagement platform.


All Job Openings at Customer.io