Customer Support Operations Analyst

MicroSourcing; Manila; A distancia; PHP 558.000 - 1.339.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Healthcare coverage day one

Above-market compensation

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth opportunities

Inclusive culture

Descripción de la vacante

MicroSourcing is seeking a Customer Support Operations Analyst to manage CX platforms, develop AI-assisted workflows, and generate insights from large datasets while maintaining data quality. This remote role aligns with Australian business hours and focuses on optimizing the CX technology stack including Zendesk, ChurnZero, and GuideCX.

You will collaborate with multiple teams to implement scalable reporting, dashboards, and automation that drive operational efficiency and customer success

Formación

• CX Operations experience in a SaaS environment.
• Hands-on config with Zendesk or Intercom.
• Experience with CRM platforms (HubSpot, Salesforce).
• Strong reporting, dashboards, and data-cleaning skills.
• Knowledge of CS metrics like churn and NRR.
• Familiar with support metrics (FRT, TTR, SLA, CSAT).
• Understanding of Implementation metrics (Time to Value, Time to Go-Live).
• Experience managing multiple stakeholders across teams.
• Experience using AI tools for reporting and automation.
• Able to work Australian business hours.
• Excellent analytical, communication, and documentation skills.

Responsabilidades

• Manage and configure CX platforms (Zendesk, ChurnZero) including workflows, routing, dashboards, and automation.
• Administer GuideCX for Implementations team and maintain data integrations.
• Develop AI-assisted workflows and automations to streamline reporting and platform administration.
• Produce recurring and ad hoc CX reports and build dashboards.
• Monitor data quality and address discrepancies.
• Document customer journeys, processes, and configurations.
• Evaluate AI capabilities and recommend efficiency improvements.
• Provide operational support and coordinate with internal teams or vendors.

Conocimientos

CX Operations

Zendesk/Intercom

CRM platforms (HubSpot, Salesforce)

Data analysis

CS metrics (Churn, NRR)

Support metrics (FRT, TTR, SLA, CSAT)

Implementation metrics

Stakeholder management

AI tools usage

Analytical skills

Australian hours

Herramientas

Zendesk

Intercom

HubSpot

Salesforce

Power BI

GuideCX

ChurnZero

Gainsight

Totango

Vitally

Descripción del empleo

Discover your 100% YOU with MicroSourcing!

Position: Customer Support Operations Analyst

Location: Philippines

Work setup & shift:

Work From Home (WFH) | Day Shift (Australian Business Hours)

Why join MicroSourcing?

You’ll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Customer Support Operations Analyst, you will:

• Manage and configure CX platforms, primarily Zendesk and ChurnZero, including workflows, ticket routing, triggers, dashboards, playbooks, and automation rules.
• Administer GuideCX for the Implementations team and maintain data integrations across the CX technology stack.
• Develop and maintain AI-assisted workflows and automations to streamline reporting, platform administration, and repetitive operational tasks.
• Produce recurring and ad hoc CX reports, build dashboards, analyze large datasets, and translate findings into actionable business insights.
• Monitor and improve data quality by identifying discrepancies, resolving data hygiene issues, and addressing their root causes.
• Document customer journeys, internal processes, system configurations, and workflow changes to support continuous improvement.
• Evaluate AI capabilities across CX platforms, validate AI-generated outputs, and recommend opportunities to improve operational efficiency.
• Provide operational support by troubleshooting platform and process issues and coordinating with internal teams or vendors when necessary.

What You Need

Non-negotiables

• Experience in CX Operations, Customer Success Operations, Systems Administration, or a similar hands-on role within a SaaS environment.
• Hands-on configuration experience with ticketing or customer support platforms such as Zendesk, Intercom, or similar tools.
• Experience working with CRM platforms such as HubSpot, Salesforce, or equivalent systems.
• Strong reporting and data analysis skills, including dashboard development, advanced spreadsheet skills, bulk data cleaning, and identifying trends.
• Working knowledge of Customer Success metrics, including churn and Net Revenue Retention (NRR).
• Familiarity with Support metrics such as First Response Time, Time to Resolution, ticket backlog, ticket volume by reason, SLA attainment, and CSAT.
• Understanding of Implementation metrics such as Time to Value, Time to Go-Live, onboarding completion rates, and implementation milestones.
• Experience managing and prioritizing requests from multiple stakeholders across different teams.
• Practical experience using AI tools for reporting, data analysis, workflow automation, and learning new systems, with the ability to verify AI-generated outputs for accuracy.
• Strong analytical, problem-solving, communication, and documentation skills.
• Comfortable working Australian business hours.

Preferred Skills/expertise

• Direct experience with ChurnZero, GuideCX, Zendesk, Intercom, or 8x8 telephony.
• Familiarity with Customer Success platforms such as Gainsight, Totango, or Vitally.
• Experience building reporting dashboards using Power BI or similar tools.
• Background working in a startup or small-team environment where ownership and direct stakeholder engagement are essential.
• Basic API and JSON knowledge, including the ability to read payloads and understand data synchronization issues.
• Experience building AI-assisted workflows, AI agents, or reusable prompts for recurring operational tasks.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

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