[Remote] CX Strategy & Operations Senior Analyst

Note: The job is a remote job and is open to candidates in USA. Unqork is an AI-First Enterprise Development Platform revolutionizing application development across various industries. The CX Strategy & Operations Senior Analyst will streamline operational workflows and manage cross-functional requests to support the Customer Experience organization.

Responsibilities

• 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

Skills

• 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
• You don't just follow a workflow; you naturally look for ways to automate, document, and improve it
• Missing an account assignment or a line item on an SOW bothers you. You prize accuracy
• You can take a list of disparate requests from multiple teams and establish a structured priority list without constant oversight
• You are an avid user of AI tools and are passionate about exploring how AI can automate workflows, enhance creativity, and increase your personal impact

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

Company Overview

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