Customer Experience Ops Analyst: Data-Driven Improvements

Crunchyroll; Pasadena (CA); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive salary with performance bonus potential

Flexible time-off policies

Comprehensive medical, dental, and life insurance

Health Savings Account (HSA) program

401(k) plan with employer match

Employer-paid commuter benefit

Support program for new parents

Pet insurance

Job summary

Crunchyroll is hiring a Customer Experience Operations Analyst in Pasadena, California. In this role, you will refine customer support operations by auditing ticketing systems, automating workflows, and providing data-driven insights. Your expertise will enhance the customer experience through effective process improvements and reporting.

The ideal candidate has over 5 years' experience in analytics and customer support systems, with a Bachelor’s degree in a related field. Benefits include competitive salary, flexible time-off, and comprehensive insurance options.

Qualifications

• 5+ years of experience with analytics and customer support ticketing systems.
• Experience identifying patterns and trends in data.
• Experience creating reports, dashboards, and visualizations.

Responsibilities

• Analyze ticket flow, identify pain points, and implement solutions.
• Develop and implement automation within the customer support infrastructure.
• Pull ad-hoc reports on ticket volume and agent productivity metrics.

Skills

Analytics

Customer support ticketing systems

Data visualization

SQL

Process optimization

Education

Bachelor’s degree in Data Analysis, Information Systems, or a related field

Tools

Zendesk

Salesforce Service Cloud

Tableau

Power BI

Job description

Crunchyroll is hiring a Customer Experience Operations Analyst in Pasadena, California. In this role, you will refine customer support operations by auditing ticketing systems, automating workflows, and providing data-driven insights. Your expertise will enhance the customer experience through effective process improvements and reporting.

The ideal candidate has over 5 years' experience in analytics and customer support systems, with a Bachelor’s degree in a related field. Benefits include competitive salary, flexible time-off, and comprehensive insurance options.