Senior CX Ops Analyst

🕒 May 6

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Swile

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

💳 Fintech

👥 HR Tech

🤝 B2B

Fintech • HR Tech • B2B

Swile is a company that offers a comprehensive digital solution for employee benefits, specifically focusing on meal vouchers and gift vouchers. With 5. 5 million users, their innovative smartcard allows employees to conveniently manage meal vouchers and other benefits, simplifying daily processes for HR teams and reducing environmental impact. Swile offers a user-friendly app that provides features like contactless payments, real-time spending notifications, and easy card management. Swile's services are designed to engage employees with a modern, fun, and customer-centric approach, digitalizing traditional processes and offering a reliable solution throughout France.

📋 Description

• Responsible for executing daily routine tasks and larger-scale projects for the team. • Operational activities focused on managing the software that supports Customer Experience (CX) teams, primarily Zendesk, configuring business rules, automations, and dashboards.

🎯 Requirements

• Experience administering Zendesk: configuring triggers, automations, SLA policies, chatbot (flow builder), access permissions, groups, views, Webforms, Messaging, webhooks, APIs, and other components. • Experience with data analysis in Zendesk Explore, as well as Zendesk Co-pilot, Workforce Management, and Quality Assurance. • Experience with no-code automations, preferably using Zapier (or tools like Make or n8n), and a strong understanding of programming logic. • Experience in Customer Experience (CX) and a solid understanding of metrics such as first reply, RWT, CSAT, and industry best practices. • Advanced English (will be primarily responsible for interactions with teams in France and international vendors). • Excellent communication and teamwork skills. Ability to build close, trust-based relationships with stakeholders across different areas and levels of seniority, delivering quickly and with high quality. • Strategic mindset focused on the impact of projects not only within CX but across the company. Ability to anticipate problems and develop scalable solutions, with excellent prioritization skills.

🏖️ Benefits

• 💳 Attractive flexible benefits package for you to use as you prefer (meal, food, mobility, culture, education, etc.) through the Swile card; • 💸 Bonus • 🏠 Mobility allowance • 👩‍⚕️ Health and dental plans with no co-payment; • 💪 TotalPass (access to top gyms and studios) • 🗣️ English classes • 💊 Pharmacy assistance • 🧠 Emotional health support (free therapy sessions with one of our partners) • 💰 Swile Shop (discounts at over 1,100 stores and restaurants) • - We embrace and encourage diversity and inclusion on our team, so feel free to be yourself with us 🌈