Customer Experience Operations Specialist

Job not on LinkedIn

🔥 5 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

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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Osano

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2018

📋 Compliance

☁️ SaaS

🤝 B2B

💰 $11M Series A on 2021-09

Compliance • SaaS • B2B

Osano is a comprehensive data privacy management platform designed to help organizations comply with data privacy laws across more than 50 countries, including GDPR, CCPA, and CPRA. It offers a range of solutions such as cookie consent management, data subject rights automation, privacy assessments, and vendor privacy risk management. By simplifying and automating these compliance tasks, Osano helps businesses increase consumer trust, manage data privacy efficiently, and reduce the risk of non-compliance penalties. Osano is committed to transparency and offers resources such as expert insights, regulatory guidance, and privacy program management tools to support businesses in navigating the complexities of data privacy regulations.

📋 Description

• Support self-service customers during onboarding by answering product questions, providing guidance, and troubleshooting basic technical issues. • Track customer questions, onboarding challenges, and recurring issues to identify patterns and improvement opportunities. • Monitor self-service and PLG metrics including signups, activation, implementation progress, product usage, go-live, and retention. • Analyze customer and product data to understand friction points, success behaviors, and additional support needs. • Build and test scalable customer programs such as automated outreach, in-product guidance, customer education, and adoption initiatives. • Use Userpilot, Pendo, Heap, or similar tools to understand product interaction and support customer-behavior reporting. • Maintain and improve self-service resources, customer communications, internal documentation, and process guides. • Identify customer trends, churn risks, and upgrade opportunities and share findings with Customer Experience, Product, and other teams. • Partner with Customer Success, Support, Implementation, and Product on onboarding, adoption, and self-service journey projects. • Support additional Customer Experience operations and reporting projects as the self-service program grows.

🎯 Requirements

• Early in your career and excited to build experience at the intersection of Customer Experience, technology, data, and operations. • Naturally curious and analytical, with an instinct to investigate customer problems, unexpected behavior, patterns, and underlying causes. • Comfortable working with data and metrics to identify trends, form hypotheses, and determine actions to improve customer experience. • Technically curious and comfortable learning customer analytics, product adoption, and reporting software. • Confident troubleshooting basic technical issues and willing to investigate before escalating. • Interested in scalable solutions rather than repeatedly solving the same customer problem individually. • Strong written and verbal communication skills. • Detail-oriented and organized, with the ability to manage multiple priorities and follow through on projects. • Comfortable working independently, experimenting with new approaches, and asking thoughtful questions. • Customer-focused, with an interest in onboarding, adoption, retention, and long-term customer value. • Bachelor’s degree or equivalent experience in Business, Information Systems, Data Analytics, Marketing, Communications, or a related field (nice to have). • Experience working with data through coursework, internships, projects, or previous roles (nice to have). • Familiarity with SaaS products (nice to have). • Exposure to Userpilot, Pendo, Heap, Zendesk, Intercom, HubSpot, or similar platforms (nice to have). • Basic experience with reporting, dashboards, spreadsheets, or data visualization (nice to have).