CX System Operations Analyst

Michael Page; Taguig; Remote; PHP 3,757,000 - 6,262,000; Full time

Benefits offered by this job

Fully remote

Australian hours (day shift)

AI-driven automation initiatives

Modern CX tech ecosystem

Ownership and autonomy

Senior stakeholders collaboration

Job summary

Michael Page partners with a global SaaS business to recruit a Customer Success Operations Analyst. You will administer CX platforms, build dashboards, and drive AI-driven automation across the tech stack to improve efficiency.

You will work remotely with Australian business hours, own data quality, and collaborate with stakeholders across Customer Success, Support, and Implementations to deliver measurable improvements, actionable insights, and scalable processes.

Qualifications

• Experience in Customer Success Operations in a SaaS environment.
• Strong background in customer success or SaaS organisations.
• Hands-on experience configuring CX platforms (Zendesk, Intercom, HubSpot, Salesforce, etc.).
• Advanced reporting and dashboard skills (Power BI or similar).
• Experience in data analysis, data cleansing, process optimisation, and reporting.
• Understanding of CS, Support and Implement KPIs in SaaS.
• Proven experience using AI for automation and analytics with measurable impact.
• Exposure to AI-assisted workflows or prompt engineering is desirable.
• Excellent communication and stakeholder management; ability to support multiple teams.
• Comfortable working remotely during Australian business hours.

Responsibilities

• Administer and configure customer experience platforms, including ticketing, CS, onboarding, CRM, reporting and communications tools.
• Build and maintain dashboards, reports, workflows, routing rules, playbooks and automation across the stack.
• Leverage AI tools to automate tasks, analyse data, cleanse datasets, generate insights and improve efficiency.
• Produce recurring and ad hoc leadership reports ensuring data quality and accuracy.
• Investigate data trends, identify improvements and provide actionable recommendations.
• Support implementation and configuration of CS and onboarding platforms including rule creation.
• Document system configurations, journeys, processes and changes.
• Resolve platform issues and coordinate with technical teams on data discrepancies.
• Drive improvements in data hygiene, automation capabilities and reporting.

Skills

Customer Success Operations

Customer Success

Zendesk

Intercom

HubSpot

Salesforce

ChurnZero

Gainsight

Totango

Vitally

Power BI

Data analysis

Data cleansing

Process optimisation

Business reporting

Customer Success KPIs

Support KPIs

Implementation KPIs

AI for automation

AI-assisted workflows

Prompt engineering

Stakeholder management

Communication

Remote collaboration

Tools

Zendesk

Intercom

HubSpot

Salesforce

ChurnZero

Gainsight

Totango

Vitally

Power BI

Job description

Job Description:

• Work with CX systems as an admin and analyst
• Work remotely with autonomy across a modern SaaS technology stack

About Our Client

The employer is a global SaaS business providing technology solutions that help accommodation providers streamline bookings, guest communications, payments, housekeeping, and day-to-day operations. The organisation continues to invest in customer experience, data-driven decision making, and AI-led process improvement initiatives.

Job Description

• Administer and configure customer experience platforms, including ticketing, customer success, implementation, CRM, reporting, and communication tools.
• Build and maintain dashboards, reports, workflows, routing rules, playbooks, and automation processes across the technology stack.
• Leverage AI tools to automate repetitive tasks, analyse data, cleanse datasets, generate insights, and improve operational efficiency.
• Produce recurring and ad hoc business reports for leadership while ensuring data quality and accuracy.
• Investigate data trends, identify operational improvements, and provide actionable recommendations to stakeholders.
• Support implementation and configuration of customer success and onboarding platforms, including rule creation and workflow management.
• Document system configurations, customer journeys, processes, and operational changes.
• Resolve platform issues, troubleshoot data discrepancies, and coordinate with technical teams when required.
• Drive continuous improvements in data hygiene, automation capabilities, and reporting effectiveness.

The Successful Applicant

• Proven experience in Customer Success Operations, Customer Experience Operations, Systems Administration, or a similar role within a SaaS environment.
• Strong background in customer success or SaaS organisations is essential.
• Hands-on experience configuring platforms such as Zendesk, Intercom, HubSpot, Salesforce, ChurnZero, Gainsight, Totango, Vitally, or comparable solutions.
• Advanced reporting and analytics capabilities, including dashboard development with Power BI or similar BI tools.
• Demonstrated experience in data analysis, data cleansing, process optimisation, and business reporting.
• Strong understanding of Customer Success, Support, and Implementation KPIs within a SaaS business.
• Proven experience using AI for automation, workflow improvements, reporting, analytics, and operational efficiency gains. Candidates should clearly articulate the business impact of their AI initiatives.
• Exposure to AI-assisted workflows, agents, prompt engineering, or automation projects is highly desirable.
• Excellent communication and stakeholder management skills with the ability to support multiple teams.
• Comfortable working remotely during Australian business hours.

What's on Offer

• Fully remote working arrangement.
• Day shift schedule aligned to Australian business hours.
• Opportunity to lead AI-driven automation and transformation initiatives.
• Exposure to a modern Customer Experience technology ecosystem.
• Strong ownership and autonomy in a globally focused SaaS environment.
• Collaborative role working directly with senior stakeholders across Customer Success, Support, and Implementations teams.

Quote job ref: JN-102026-7117232