Customer Experience Operations Coordinator - Remote

Overview

The Customer Experience Operations Coordinator supports the Customer Experience (CX) team through tools administration and optimization, data management, and process documentation.

In Short

• Supports CX team with tools administration and optimization.
• Maintains documentation of CX policies and processes.
• Collaborates with managers to review procedures.
• Analyzes workflows for efficiency improvements.
• Assists with admin-level access scenarios.
• Communicates with cross-functional teams to support needs.
• Configures and customizes CX tools.
• Develops dashboards to track performance metrics.
• Conducts data quality checks and shares reports.
• Implements and improves systems and processes.

Requirements

• 5+ years of experience in eCommerce customer service.
• 2+ years administering customer support tools.
• Experience with Zendesk and familiarity with other CRMs.
• Strong quantitative and analytical skills.
• Proficiency with Looker or Power BI.
• Advanced Google Sheets or Excel experience.
• Attention to detail and ability to manage multiple tasks.
• Experience in a cross-functional environment.
• Tech savvy with adaptability to new systems.
• Knowledge of SAP is a plus.

Benefits

• Health benefits (medical, dental, vision).
• Unlimited paid time off.
• Monthly fitness reimbursement.
• Company-sponsored bike membership.
• Generous employee discount.
• 401K through John Hancock.
• Company funded HSA.