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CX Operations Analyst - Remote

Posted 6 days ago
Data Analysis
Full Time
USA
$75,000 - $85,000/year

Overview

We’re looking for an Analyst to join the Customer Experience (CX) Operations team to help us understand, measure, and improve the customer journey across onboarding, support, success, and retention. As a key member of the CX Operations team, you’ll turn customer data into actionable insights and partner closely with cross-functional leaders to improve how we support our merchants.

In Short

  • Partner with CX leaders and executives to develop complex workforce and capacity models, time analysis, and support financial planning.
  • Collaborate with the BI Team to design Tableau dashboards to track key CX metrics across onboarding, support, and customer success.
  • Develop detailed and complex reports and dashboards in Salesforce (SFDC) based on stakeholder requirements.
  • Conduct deep dives into customer engagement data and share actionable insights with CX leadership and Quilt executives.
  • Optimize and document CX-related workflows in Salesforce to improve end-user experience and efficiency.
  • Perform ongoing analysis into various stages of the customer journey, leveraging product usage and payment processing information to improve retention and adoption.
  • Participate in cross-functional initiatives to streamline operations and elevate the end-to-end customer experience.
  • Maintain and update project tracking boards in Monday.com to ensure accurate visibility into ongoing and completed CX initiatives.

Requirements

  • Detail-oriented, highly organized, and naturally curious with a problem-solving mindset.
  • Strong communicator and cross-functional collaborator who can translate data into insights.
  • 2–4 years of experience in analytical or operational roles (CX Ops, FP&A, or Sales/Business Ops preferred).
  • Strong working knowledge of SFDC (Salesforce) is required; familiarity with tools like RingCX, RingDNA, or GuideCX is preferred but not mandatory.
  • Proficiency in Excel/Google Sheets, comfort with building models and analyzing data and trends from multiple sources.
  • Experience with BI tools such as Tableau, Looker, or similar.

Benefits

  • 3 weeks of PTO, 10 Paid Holidays, and a Paid Volunteer Day
  • Paid Parental Leave
  • Comprehensive benefits package including medical, dental, and vision coverage.
  • 401k Opportunity with Company Match

Quilt

Quilt

Quilt Software is dedicated to empowering local businesses, providing them with the tools necessary to compete against larger corporations. With a focus on supporting Main Street's unique shops, Quilt Software has successfully assisted over 14,000 retailers in generating more than $2 billion in sales through its specialized software solutions. The company is passionate about helping small businesses thrive and is looking for team members who share this commitment to local commerce.

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