Customer Experience Analyst I

BetterCloud; Buffalo (NY); Hybrid; USD 52,000 - 76,000; Full time

Job summary

BetterCloud in Buffalo, NY is seeking an Analyst I, Customer Experience to monitor customer sentiment, triage concerns, and follow up on survey feedback. You will help maintain accurate records and support customer-centric initiatives across cross-functional teams.

The role emphasizes timely responses via email, phone, chat, and reviews, with a focus on identifying root causes and communicating effectively with customers.

Qualifications

• Bachelor’s degree in business, marketing, statistics, data science, or related field.
• 1–3 years automotive customer service experience (specialist/lead preferred).
• 1–3 years escalation and conflict resolution experience.
• Proficient English (read, write, speak).
• Strong written and verbal communication skills.
• Familiarity with CRM software; Salesforce a plus.
• Self-motivated, agile, and collaborative.
• Detail-oriented with strong organizational skills.

Responsibilities

• Support efforts to simplify and enhance the customer experience.
• Understand ACV dealer customers and company offerings.
• Respond to feedback across review forums, email, phone, chat, and social.
• Triage issues and coordinate expedient resolutions.
• Document customer interactions and resolutions.
• Collaborate with cross-functional teams on customer issues.
• Identify improvements to CS, operations, and sales processes.

Skills

Customer focus

Communication

Teamwork

CRM

Spanish

Education

Bachelor’s degree in business/marketing/statistics/data science or related field

Tools

Salesforce

Job description

Who we are looking for:

The Analyst I, Customer Experience role is a critical position in the Customer Experience (CX) department and reports directly to the Sr Manager, Operations & CX. As a Customer Experience Analyst I, you will keep a pulse on customer sentiment by triaging internal & external customer concerns as well as executing meaningful survey feedback followup & root cause tagging. You will play a pivotal role in ensuring seamless customer interactions by facilitating communication channels, and supporting the implementation of customer-centric initiatives. Your responsibilities will include maintaining accurate customer records and collaborating on specific customers & issues with cross-functional teams to enhance overall customer satisfaction.

What you will do:

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Develop an understanding of the company, industry, and ACV dealer customers.
• Establish and maintain a sharp understanding of customer needs and competitive offerings.
• Respond promptly to customer feedback through various channels, including review forums (e.g. - Google business, Apple Store, Google Play) email, phone, chat, and social media.
• Professionally triage issues presented by internal or external customers to expedient resolution.
• Respond to customer feedback on cadenced customer surveys and triage related issues in a timely manner.
• Have meaningful conversations with customers to understand the root cause for expressed concerns & ensure feedback points are tagged accordingly.
• Educate and manage expectations with customers as needed.
• Participate in ad-hoc Voice of Customer (VOC) campaigns as needed to derive customer insights on specific topics of inquiry.
• Collaborate with cross-functional teams to ensure consistent and effective communication with customers on issues.
• Maintain comprehensive documentation of customer interactions, feedback, and resolutions.
• Identify and suggest improvements to management for existing customer service, operations, and sales processes to enhance efficiency and effectiveness.
• Track and follow up on customer complaints or concerns, ensuring timely and satisfactory resolution.
• Utilize customer relationship management (CRM) software and other tools to track customer interactions and support efficient workflows.
• Recommend to management customer advocates who can positively influence the company's reputation through testimonials, case studies, or referrals.
• Support the development and execution of customer experience projects and initiatives.
• Support the creation and distribution of customer communications, newsletters, and other relevant materials.
• Perform other duties as assigned.

What you will need:

• Bachelor’s degree in business, marketing, statistics, data science, or a related field required.
• Automotive Experience Preferred1-3 years’ customer service experience (at the Specialist/Lead level, preferred).
• 1-3 years’ escalation and conflict management/resolution experience.
• Ability to read, write, speak and understand English.
• Clear and effective communication skills, both written and verbal, to interact with customers and internal teams on both technical & non-technical topics.
• A genuine commitment to understanding and meeting customer needs, with a focus on delivering positive experiences.
• Previous experience or familiarity with customer service principles and best practices.
• Familiarity with customer relationship management (CRM) software and other relevant tools to track and manage customer interactions. Salesforce specifically is a plus.
• Ability to identify issues, troubleshoot problems, and collaborate with teams to implement effective solutions.
• Previous experience in the automotive industry a plus.
• Multi-lingual (Spanish preferred) a plus.
• Previous customer service experience required.
• An agile, hard-working, and self-starter mentality.
• Detail-oriented with excellent organizational skills.
• Ability to work collaboratively in a cross-functional & hybrid team environment.