Customer Experience Operations Specialist
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Job Description
Customer Experience Operations Specialist improving onboarding, adoption, and retention for Osano’s data privacy platform. Analyzing customer behavior and building scalable self-service programs.
Responsibilities:
- Support self-service customers during onboarding by answering product questions, providing guidance, and troubleshooting basic technical issues.
- Track customer questions, onboarding challenges, and recurring issues to identify patterns and improvement opportunities.
- Monitor self-service and PLG metrics including signups, activation, implementation progress, product usage, go-live, and retention.
- Analyze customer and product data to understand friction points, success behaviors, and additional support needs.
- Build and test scalable customer programs such as automated outreach, in-product guidance, customer education, and adoption initiatives.
- Use Userpilot, Pendo, Heap, or similar tools to understand product interaction and support customer-behavior reporting.
- Maintain and improve self-service resources, customer communications, internal documentation, and process guides.
- Identify customer trends, churn risks, and upgrade opportunities and share findings with Customer Experience, Product, and other teams.
- Partner with Customer Success, Support, Implementation, and Product on onboarding, adoption, and self-service journey projects.
- Support additional Customer Experience operations and reporting projects as the self-service program grows.
Requirements:
- Early in your career and excited to build experience at the intersection of Customer Experience, technology, data, and operations.
- Naturally curious and analytical, with an instinct to investigate customer problems, unexpected behavior, patterns, and underlying causes.
- Comfortable working with data and metrics to identify trends, form hypotheses, and determine actions to improve customer experience.
- Technically curious and comfortable learning customer analytics, product adoption, and reporting software.
- Confident troubleshooting basic technical issues and willing to investigate before escalating.
- Interested in scalable solutions rather than repeatedly solving the same customer problem individually.
- Strong written and verbal communication skills.
- Detail-oriented and organized, with the ability to manage multiple priorities and follow through on projects.
- Comfortable working independently, experimenting with new approaches, and asking thoughtful questions.
- Customer-focused, with an interest in onboarding, adoption, retention, and long-term customer value.
- Bachelor’s degree or equivalent experience in Business, Information Systems, Data Analytics, Marketing, Communications, or a related field (nice to have).
- Experience working with data through coursework, internships, projects, or previous roles (nice to have).
- Familiarity with SaaS products (nice to have).
- Exposure to Userpilot, Pendo, Heap, Zendesk, Intercom, HubSpot, or similar platforms (nice to have).
- Basic experience with reporting, dashboards, spreadsheets, or data visualization (nice to have).
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