Senior CX Strategy & Operations Analyst

🕒 Ontem

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $88.500 - $120.000 / ano

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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Unqork

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2017

☁️ SaaS

🏢 Corporativo

🤖 Inteligência Artificial

💰 Venture Round em 2021-01

SaaS • Enterprise • Artificial Intelligence

A Unqork é uma fornecedora líder de uma plataforma de aplicação sem código que permite que as empresas construam, protejam e gerenciem aplicações facilmente, sem a necessidade de escrever código. A empresa se concentra em impulsionar a transformação digital ao minimizar a dívida técnica e promover a colaboração entre as equipes de TI e negócios. A plataforma da Unqork é projetada para acelerar a agilidade dos negócios ao oferecer segurança de nível empresarial e conformidade, reduzindo significativamente o tempo e os recursos necessários para o desenvolvimento e gestão de aplicações. Indústrias que se beneficiam das soluções da Unqork incluem serviços financeiros, governo, seguros e saúde, entre outras. Com um mercado robusto e capacidades de integração, a Unqork ajuda as organizações a modernizar seus sistemas legados e impulsionar a inovação.

Descrição

• Oversee the general ticket escalation path for the CX team, ensuring critical customer issues are routed, prioritized, and resolved efficiently. • Manage and optimize the intake and fulfillment process for customer environment requests. • Take abstract strategy and translate it into day-to-day operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance. • Act as the primary administrator for internal CX requests spanning technical toolings such as Jira, Zendesk, Conduqtor, and other internal proprietary systems. • Co-lead and facilitate the bi-monthly Technical Advisory Services (TAS) request cycle between the TA and CA organizations to ensure resource alignment on key customer priorities. • Maintain strict data hygiene in Salesforce (SFDC) and Zendesk (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams. • Own the operational workflow for provisioning and managing Vanity URLs requested by customers or internal teams. • Facilitate the review, refinement, and official publication of Root Cause Analysis documentation following major customer technical incidents. • Track and drive follow-ups for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to protect net revenue retention. • Partner with Accounting to perform regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services.

🎯 Requisitos

• 3-5 years in a Customer Success Operations, Technical Operations, or Revenue Operations role within a SaaS or enterprise technology company. • Hands-on experience administering or utilizing Salesforce (SFDC), Zendesk, and Jira. • Proven track record acting as a liaison between deeply technical teams (like Technical Advisors/Engineers) and customer-facing teams (Customer Advocates/Account Managers). • Strong proficiency in Excel/Google Sheets for hours reconciliation and basic data tracking. Experience handling financial data or SOW structures is highly valued. • Comfort managing Root Cause Analysis (RCA) loops and translating incident timelines into clear, digestible public documentation.

🏖️ Benefícios

• 💻 Work from home with a remote-first community • 🏝 Unlimited PTO (and the encouragement to use it) • 📝 Student loan payback program • 🏥 100% employer-covered medical, dental, and vision options available to you and your dependents • 💸 Flexible Spending Account (FSA) • 🏠 Monthly stipend toward your WFH setup, vacation, development and more • 💰 Employer-sponsored 401(k) with contribution match • 🏋🏻‍♀️ Subsidized ClassPass Membership • 🍼 Generous Paid Parental Leave