Customer Experience SysOps Analyst
Posted 1 month ago
You'll complete your application on RMS's career site.
About the Role
This cloud-native property management platform operates on a global scale, supporting thousands of hospitality businesses across 70 nations by unifying reservations, payments, and guest management tools. To support ongoing SaaS expansion, the organization is hiring a remote-first Customer Experience SysOps Analyst based in the Philippines. You will bridge the gap between systems administration and data strategy, providing essential support to the Implementation, Support, and Customer Success teams. Your work will center on refining the digital infrastructure to facilitate superior service and ensuring that strategic decisions are driven by high-quality data.
Requirements
- You must have substantial background in CS or CX operations and systems administration within a SaaS company.
- You need expertise in setting up customer success software and support platforms like Intercom or Zendesk.
- You are required to be fluent in core performance metrics, specifically net revenue retention and churn.
- You must demonstrate advanced data skills, including the capacity to sanitize large datasets and create functional dashboards using Power BI.
- You are expected to be a disciplined and self-assured AI user capable of verifying generated outputs against source records.
- You need the ability to balance the needs of various stakeholders and the availability to work during Australian business hours.
- Experience with GuideCX, Zendesk, or ChurnZero is a significant benefit.
Responsibilities
- You will manage the configuration and upkeep of GuideCX, ChurnZero, and Zendesk, transitioning Zendesk management to an internal function.
- You will lead the monthly churn reporting cycle, covering everything from raw data retrieval to distributing leadership presentations.
- You will address specific analytical requests, such as analyzing the reasons behind surges in ticket volume.
- You will perform data hygiene maintenance to preserve the accuracy of reporting.
- You will proactively eliminate process inefficiencies that compromise data quality and utilize automation and AI to decrease manual tasks.
- You will perform validation of system results against primary data sources to confirm consistency and precision across all departments.
Benefits & Perks
- Remote-first employment model for staff based in the Philippines, featuring flexible scheduling and access to coworking facilities.
- Entry to a comprehensive learning platform offering a wide array of curated professional development pathways.
- Availability of an Employee Assistance Program to provide private support services.
- Inclusion in annual global kick-off gatherings.
- Participation in a culture that highlights social events, tenure-based recognition awards, and company-provided merchandise.
- Meaningful prospects to influence the ongoing development and success of an international SaaS enterprise.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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