Customer Experience Analyst I: CX Insights & Support

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

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.