CX Operations Analyst

<p>Hello from the CX Operations Team at <a href="http://Customer.io">Customer.io</a>!</p> <p>We’re looking for a CX Operations Analyst to join our growing Revenue Operations organization.</p> <p>This is a foundational role designed for someone who loves working with data, systems, and people — someone who can translate customer experience data into insights that drive action across our Customer Success, Technical Support, and Account Management teams.</p> <p>At Customer.io, our CX Ops team is the connective tissue between data, systems, and customer-facing teams. As a CX Operations Analyst, you’ll play a key role in ensuring our post-sales organization runs efficiently, has reliable visibility into key metrics, and is empowered to make data-driven decisions every day.</p> <p>You’ll work cross-functionally with RevOps, the Data team, and CX leadership to ensure our systems, metrics, and reports all speak the same language — and that our teams have access to actionable insights that help them deliver world-class experiences to our customers.</p> <h3>About Customer.io</h3> <p>Over 8,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.</p> <h3>What we value</h3> <ul> <li><strong>Impact over output</strong> — You focus on insights that drive decisions, not dashboards for their own sake.</li> <li><strong>Ownership</strong> — You notice when things break or don’t add up and take responsibility for fixing them.</li> <li><strong>Pragmatism</strong> — You value reliable, usable solutions over perfect-but-late ones.</li> <li><strong>Systems thinking</strong> — You’re comfortable navigating messy tools and data and making them work better together.</li> <li><strong>Clear communication</strong> — You make complex data easy to understand and act on.</li> <li><strong>Collaboration</strong> — You partner closely with CX, Ops, and Data to get to the best outcome.</li> <li><strong>Customer empathy</strong> — You keep the customer experience at the center of your analysis.</li> </ul> <h3>What you’ll do</h3> <ul> <li>Collaborate with the Data team to ensure centralized CX dashboards are well-defined, actionable, and aligned with the needs of Technical Support, Customer Success, and Account Management.</li> <li><strong>Monitor and troubleshoot data issues</strong> across CX systems (Planhat, Zendesk, Salesforce, Snowflake) — proactively identify anomalies, coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact.</li> <li>Partner with the CX Ops Manager to design reporting and analytics that reveal performance drivers and customer health trends.</li> <li>Deliver <strong>actionable insights</strong> on things like ticket trends, customer friction points, and self-service opportunities.</li> <li>Support <strong>ad hoc analysis</strong> and campaign targeting requests with scalable, repeatable reporting processes.</li> <li>Collaborate closely with the <strong>Data team</strong> to align infrastructure and ensure CX reporting is accurate, consistent, and accessible.</li> <li>Contribute to <strong>process optimization and forecasting projects</strong>, using data to improve team efficiency and capacity planning.</li> </ul> <h3>What success looks like</h3> <ul> <li> ... (truncated, view full listing at source)