Remote CX Ops Analyst - Aussie Hours & Growth

MicroSourcing International; Manila; Remote; PHP 558,000 - 1,339,000; Full time

Benefits offered by this job

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

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Tools

Zendesk

Intercom

HubSpot

Salesforce

Power BI

GuideCX

ChurnZero

Gainsight

Totango

Vitally

Job description

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