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CX Operations Analyst

Americas Remote

Hello from the CX Operations Team at Customer.io!

We’re looking for a CX Operations Analyst to join our growing Revenue Operations organization.

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.

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.

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.

About Customer.io

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.

What we value

  • Impact over output — You focus on insights that drive decisions, not dashboards for their own sake.
  • Ownership — You notice when things break or don’t add up and take responsibility for fixing them.
  • Pragmatism — You value reliable, usable solutions over perfect-but-late ones.
  • Systems thinking — You’re comfortable navigating messy tools and data and making them work better together.
  • Clear communication — You make complex data easy to understand and act on.
  • Collaboration — You partner closely with CX, Ops, and Data to get to the best outcome.
  • Customer empathy — You keep the customer experience at the center of your analysis.

What you’ll do

  • Build and maintain centralized dashboards for CX functions (Technical Support, Customer Success, Account Management).
  • Monitor and troubleshoot data issues across CX systems (Planhat, Zendesk, Salesforce, Snowflake) — proactively identify anomalies, coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact.
  • Define and standardize metrics like Time to Value (TTV), Cost per Contact (CPC), and escalation costs to drive consistency across teams.
  • Partner with the CX Ops Manager to design reporting and analytics that reveal performance drivers and customer health trends.
  • Deliver actionable insights on things like ticket trends, customer friction points, and self-service opportunities.
  • Support ad hoc analysis and campaign targeting requests with scalable, repeatable reporting processes.
  • Collaborate closely with the Data team to align infrastructure and ensure CX reporting is accurate, consistent, and accessible.
  • Contribute to process optimization and forecasting projects, using data to improve team efficiency and capacity planning.

What success looks like

  • CX teams have reliable, self-serve dashboards that surface the right metrics at the right time.
  • Data issues are proactively identified and resolved before they impact reporting or customer workflows.
  • Leadership has clear visibility into customer health, SLAs, and CX performance metrics.
  • Ad hoc reporting volume decreases as scalable systems and processes are established.
  • Customer-facing teams can spend more time on strategic work — less on manual data wrangling.

About You

  • You’re data-savvy — comfortable writing SQL queries, exploring datasets, and turning information into clear insights.
  • You have strong experience with BI and analytics tools (Looker, Tableau, Power BI, or equivalent).
  • You understand SaaS customer operations (Customer Success, Support, Account Management) and can connect metrics to business outcomes.
  • You have a knack for solving messy data problems — identifying issues at the source and collaborating cross-functionally to fix them.
  • You’re naturally curious and detail-oriented — always looking for trends, anomalies, or inefficiencies.
  • You’re a strong communicator who can explain complex analyses in simple, actionable terms.
  • You’re collaborative, humble, and motivated by helping others succeed.

What we’re looking for

  • 3–5 years of experience in Revenue Operations, CX Operations, or Analytics roles within a SaaS environment.
  • Hands-on experience with data visualization tools (Sigma, Looker, Tableau, or similar).
  • Familiarity with customer-facing systems like Salesforce, Zendesk, Planhat, or Gainsight.
  • Proficiency in SQL (comfortable querying large datasets and joining tables).
  • A strong understanding of SaaS metrics — churn, retention, ARR, NRR, CSAT, etc.
  • Experience partnering cross-functionally with data, operations, and customer-facing teams.

Bonus points if you have:

  • Experience with marketing automation tools
  • Previous work supporting Customer Success or Technical Support teams.
  • Experience in a fast-scaling SaaS environment.

Compensation & Benefits

We believe in transparency. Starting salary for this role is $90,000 - $100,000 (or equivalent in local currency) depending on experience and subject to market rate adjustment.

We know our people are what make us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

See full benefits here →

Our Process

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

  • 30-minute video call with a Recruiter to get to know each other
  • 45-minute video call with the Hiring Manager to dive deeper into the role
  • Take-home assignment (completed over a few days), followed by a 45-minute review call with a cross-functional panel

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Zoom is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not via the chat), and offers will be extended in writing on official Customer.io letterhead. Please be vigilant in all of your job search activity, and if you have any questions please contact jobs@customer.io.

Join us!

Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.

 

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