CX Strategy Associate
About the role
Average of 2-4 years of experience in Operations, Product Ops, CX, Consulting, or similar roles. Strong analytical and problem-solving skills. Ability to operate in ambiguous environments and drive execution. Experience working cross-functionally with Product, Engineering, or Operations teams. High ownership and bias toward action.
Responsibilities
- Improve chatbot performance (coverage, containment, resolution quality)
- Design and implement automation beyond chatbots, including: Agent-assist / “copilot” workflows to reduce manual effort and errors, Automated servicing flows (e.g., follow-ups, status updates, issue resolution)
- Improve and maintain core CX systems (e.g., Zendesk, workflows, CSAT collection)
- Support development of internal tools that increase agent and team efficiency
- Help standardize tooling and workflows across support channels
- Analyze CX performance across channels (chatbot, support, product journeys)
- Identify friction points not captured in support tickets (e.g., drop-offs, dead ends)
- Build and maintain dashboards to track key CX metrics and initiative impact
- Partner with Customer Operations, Product, and Data teams to implement solutions
- Own initiatives end-to-end: problem definition → solution design → launch → measurement
- Translate customer insights and data into actionable improvements
Qualifications
Nice to have: Experience with CX tools (Zendesk, chat platforms, CSAT tools), Exposure to automation, workflows, or AI-driven tools, Experience building dashboards or working with data tools (SQL, Looker, etc.).
Skills
Strong analytical and problem-solving skills, Ability to operate in ambiguous environments and drive execution, Experience working cross-functionally with Product, Engineering, or Operations teams, High ownership and bias toward action.
Benefits
Base Range: $110,000 - $145,000 USD
Pay
TBD
Schedule
TBD