Customer Experience Operations Analyst

About the role

As a Customer Experience Operations Analyst, you will help refine and improve our customer support operations. You understand customer support ticketing systems and how to audit and standardize the infrastructure and automate workflows. You will collaborate with several teams to pull ad hoc reports, create dashboards, investigate ticket flow issues, and provide insights to enhance customer experience.

• Analyze ticket flow, identify the cause of pain points, and implement solutions to improve ticket handling processes.
• Develop and implement macros, triggers, and automation within the customer support infrastructure to refine processes, route tickets, and populate accurate data fields.
• Standardize tagging and collection methodology across multiple channels and lines of business.
• Pull ad hoc reports on ticket volume and agent productivity metrics and interpret trends for external teams.
• Create new dashboards or visualizations for the Customer Experience team to track important metrics and trends.
• Consult with the Knowledge Management team to suggest Help Center or Chatbot changes to improve customer self-service and reduce ticket volume.

In the role of Customer Experience Analyst, you will report to the Senior Manager, Analytics & Voice of Customer.

We are considering applicants for the location(s) of San Francisco, Culver City, or Dallas.

About You

We get excited about candidates, like you, because...

• 5 years experience with analytics and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Experience identifying patterns and trends in data to provide insights.
• Experience creating reports, dashboards, and visualizations using tools like Zendesk Explore, Tableau, or Power BI.
• Experience with SQL or other data querying languages.
• Experience optimizing processes and improving customer experience.
• Bachelor's degree in Data Analysis, Information Systems, or a related field

About the Team

The Customer Experience Analytics team will be a brand new team within the greater Customer Experience ecosystem; one designed to focus specifically on ensuring both the customers and our agents have a streamlined and accurate experience. This team will provide data-driven insights that support Customer Experience leaders in making informed decisions. Communication and interdepartmental collaboration will be important as we identify and convey pain points within the company to guide improvements.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents
• Pet insurance and some of our offices are pet friendly!

#LifeAtCrunchyroll #LI-Hybrid