Customer Experience SysOps Analyst

Job not on LinkedIn

🔥 1 minute ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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RMS

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1983

☁️ SaaS

✈️ Travel

🤝 B2B

💰 Private equity on 2024-03

SaaS • Travel • B2B

RMS is a cloud-native property management system (PMS) for the hospitality industry. Trusted by over 6,000 hotels, motels, holiday parks, campgrounds, serviced apartments and multi-property operators across 70+ countries, RMS centralizes operations, reservations, payments, channel management, revenue management, reporting, and guest experience tools. The platform provides a booking engine, channel manager, RMS Pay payments and POS solutions, automation for front desk, housekeeping and maintenance, owner/trust accounting, and business intelligence to drive direct bookings, reduce disputes, and improve operational efficiency.

📋 Description

• Configure and run Zendesk, ChurnZero and GuideCX, bringing Zendesk configuration work in-house • Own monthly churn reporting end to end, from data pull to leadership pack • Investigate ad hoc questions such as ticket spikes and report likely causes • Clean dirty data blocking playbooks and reporting • Fix the processes that create data-quality issues • Use AI and automation to reduce manual work and validate outputs against source data • Work with Customer Success, Support and Implementations teams

🎯 Requirements

• SaaS experience in CX operations, CS operations or systems administration • Configuration experience with a support platform such as Zendesk or Intercom and a customer success platform • Fluency in churn, net revenue retention and support metrics • Strong data skills, including cleaning bulk data and building dashboards in Power BI or similar • Confident daily AI use, with discipline to fact-check outputs and explain them • Ability to juggle several stakeholders • Ability to work Australian business hours • Direct ChurnZero, GuideCX or Zendesk experience is useful but not essential

🏖️ Benefits

• Remote-first work from the Philippines • Coworking access • Travel to customers when needed • Flexible ways of working • Learning platform with thousands of tailored learning pathways • Employee Assistance Program with free, confidential support for employees and their families • Annual Rise kick-off event • Years of Service awards • Social events • RMS swag • Meaningful ownership and opportunity to contribute to a global SaaS business