Customer Experience (CX) Analyst

Etleap Inc.; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative firm is looking for a Customer Experience Analyst to enhance customer satisfaction and engagement. In this remote role, you will be the bridge between customers and the engineering team, ensuring that clients maximize their use of the intuitive ETL tool. Your role will involve understanding customer goals, managing issues, and refining processes for better outcomes. If you thrive in a fast-paced environment and are eager to help customers succeed, this opportunity is perfect for you. Join a forward-thinking company that values your contributions and offers a dynamic work culture.

Qualifications

• Strong relationship-building and communication skills.
• Experience working with a technical B2B product.

Responsibilities

• Investigate and triage new issues independently.
• Build strong customer relationships through professional communication.
• Continuously refine support and success processes.

Skills

Customer Relationship Management

Communication Skills

Problem Solving

Technical B2B Product Knowledge

Adaptability

Critical Thinking

Job description

Remote, US Central, US Mountain, or US Pacific time

Etleap came to be out of the frustration with how much time data wrangling takes away from the actual data analysis. We were just tired of spending time building and maintaining data pipelines. Then we noticed, so is everyone else! That is why we’ve created an intuitive ETL tool that easily enables the data analysts themselves to integrate data from any source. This way data analysts can do their most significant work faster than ever before.

We are seeking a highly motivated and customer-focused Customer Experience Analyst to join our team. As a Customer Experience Analyst, you will play a crucial role in ensuring that our customers are getting the most out of Etleap. You will work closely with our Engineering and Sales teams to support customers at all stages of their journey. You will be responsible for managing multiple tasks and ensuring timely and effective communication with customers and internal teams.

What you are going to do:

Investigate and triage new issues independently, establishing clear and realistic expectations on resolution timelines with customers.

Proactively engage customers to understand their goals and share relevant product features, bringing in subject matter experts when needed.

Build strong customer relationships through professional, empathetic, and clear communication.

Summarize recurring issues and product requests to inform improvements.

Own customer matters in your time zone and coordinate with engineers to resolve them fully.

Continuously refine support and success processes for better efficiency and outcomes.

What we want to see in you:

Strong relationship-building and communication skills in written word and on calls.

Comfort operating in ambiguous situations and solving open ended technical issues.

Experience working with a technical B2B product.

Ability to juggle competing priorities with ease.

Eagerness to proactively help customers succeed.

Quick learner with adaptability to change.

Critical thinker who spots patterns and recurring issues.

Ability and desire to work with technical people on technical problems.

Bonus: Experience working in or supporting data analytics.

If you are passionate about providing an exceptional experience to customers at all stages and thrive in a fast-paced environment, we would love to hear from you.

This is a remote role position with core working hours of approximately 7am–4pm Pacific.