What You’ll Be Doing

End-to-End NPS Ownership: Manage the NPS ecosystem. Collect raw survey data,

conduct thorough sentiment and statistical analysis, extract meaningful "Voice of the

Customer" insights, and build compelling presentation decks to deliver findings to

leadership.

CX Initiatives & Projects: Proactively identify friction points in the customer lifecycle,

propose data-backed solutions, and spearhead cross-functional projects with other

departments to elevate the overall customer experience.

Contact Rate Mitigation: Monitor inbound contact rate reasons, analyze the root

causes behind why customers are reaching out, and collaborate with product or

operational teams to mitigate unnecessary tickets.

Systems & Tools Product Owner: Serve as the primary Point of Contact for all

Customer Support software and tools. Manage integrations, communications, and

propose enhancements to ensure seamless performance.

Knowledge Management: Own, structure, and maintain the internal Agent Knowledge

Base. Ensure all troubleshooting scenarios, policies, and workflows are completely

up-to-date to help agents provide fast, accurate answers.

Requirements

What You’ll Need (Experience)

Years of Experience: 3–5 years of experience within a Customer Experience (CX),

Quality Assurance, or Customer Support Operations environment, with a strong focus on

data analysis or project coordination.

Technical Mastery: Advanced proficiency in data visualization and reporting tools

(Excel, Google Sheets) and presentation software (PowerPoint/Google Slides) to map

out customer journeys.

Tool Administration: Prior experience handling or administrating modern ticketing/CRM

systems and knowledge bases (e.g., Freshdesk, Zendesk, Salesforce).