Senior CX Strategy & Operations Analyst

🕒 4 days ago

🇺🇸 United States – Remote

💵 $88.5k - $120k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

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Unqork

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

🛡️ Insurance

🏥 Healthcare

💼 Consulting

💰 Venture Round on 2021-01

Insurance • Healthcare • Consulting

Unqork is a leading provider of a zero-code application platform that enables enterprises to easily build, secure, and manage applications without writing any code. The company focuses on driving digital transformation by minimizing technical debt and fostering collaboration between IT and business teams. Unqork's platform is designed to accelerate business agility by offering enterprise-grade security and compliance, and significantly reducing the time and resources required for application development and management. Industries that benefit from Unqork's solutions include financial services, government, insurance, and healthcare, among others. With a robust marketplace and integration capabilities, Unqork helps organizations modernize their legacy systems and drive innovation.

📋 Description

• 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 • Translate strategy into day-to-day operations for Customer Advocacy workgroups, establishing metrics, tracking, and governance • Administer internal CX requests across Jira, Zendesk, Conduqtor, and other proprietary systems • Co-lead and facilitate the bi-monthly Technical Advisory Services request cycle between Technical Advisory and Customer Advocacy • Maintain data hygiene in Salesforce and Zendesk by managing the account assignment matrix • Own the workflow for provisioning and managing customer-requested or internally requested Vanity URLs • Facilitate review, refinement, and publication of Root Cause Analysis documentation after major technical incidents • Track Customer Advocacy Manager follow-ups for monthly churn indicators and environment catchup gaps • Partner with Accounting on monthly SOW and technical-hours reconciliations to ensure billing accuracy

🎯 Requirements

• 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 experience liaising between technical teams and customer-facing teams • 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 public documentation • Ability to automate, document, and improve workflows • Strong attention to detail and accuracy • Ability to prioritize disparate requests from multiple teams without constant oversight • Avid use of AI tools and passion for exploring AI workflow automation

🏖️ Benefits

• 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 • Target incentive eligibility • Company equity in the form of stock options