CX Strategy & Operations Senior Analyst

About the role

The CX Strategy & Operations Senior Analyst plays a critical role in the Customer Experience organization at Unqork. They serve as the operational engine, bridging the gap between Technical Advisory (TA), Customer Advocacy (CA), and other CX teams. Key responsibilities include overseeing ticket escalation paths, managing environment request workflows, and facilitating the bi-monthly Technical Advisory Services (TAS) request cycle.

Responsibilities

• Oversee the general ticket escalation path for the CX team, ensuring critical customer issues are routed, prioritized, and resolved efficiently.
• Manage and optimize the intake and fulfillment process for customer environment requests.
• Take abstract strategy and translate it into day-to-day operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance.
• Act as the primary administrator for internal CX requests spanning technical toolings such as Jira, Zendesk, Conduqtor, and other internal proprietary systems.
• Co-lead and facilitate the bi-monthly Technical Advisory Services (TAS) request cycle between the TA and CA organizations to ensure resource alignment on key customer priorities.
• Maintain strict data hygiene in Salesforce (SFDC) and Zendesk (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams.
• Own the operational workflow for provisioning and managing Vanity URLs requested by customers or internal teams.
• Facilitate the review, refinement, and official publication of Root Cause Analysis documentation following major customer technical incidents.
• Track and drive follow-ups for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to protect net revenue retention.
• Partner with Accounting to perform regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services.

Requirements

• 3-5 years in a Customer Success Operations, Technical Operations, or Revenue Operations role within a SaaS or enterprise technology company.
• Hands-on experience administering or utilizing Salesforce (SFDC), Zendesk, and Jira.
• Proven track record acting as a liaison between deeply technical teams (like Technical Advisors/Engineers) and customer-facing teams (Customer Advocates/Account Managers).
• Strong proficiency in Excel/Google Sheets for hours reconciliation and basic data tracking. Experience handling financial data or SOW structures is highly valued.
• Comfort managing Root Cause Analysis (RCA) loops and translating incident timelines into clear, digestible public documentation.

Qualifications

• An AI-forward mindset: You are an avid user of AI tools and are passionate about exploring how AI can automate workflows, enhance creativity, and increase your personal impact.

Skills

• Process Architect: You don't just follow a workflow; you naturally look for ways to automate, document, and improve it.
• Meticulous Attentional to Detail: Missing an account assignment or a line item on an SOW bothers you. You prize accuracy.
• Bias for Action: You can take a list of disparate requests from multiple teams and establish a structured priority list without constant oversight.

Benefits

Unqork offers a comprehensive benefits package including:

• Unlimited PTO (and the encouragement to use it)
• A student loan payback program
• 100% employer-covered medical, dental, and vision options available to you and your dependents
• A flexible spending account (FSA)
• A monthly stipend toward your WFH setup, vacation, development, and more
• A flexible 401(k) with contribution match
• A subsidized ClassPass Membership
• Generous Paid Parental Leave
• A market-driven approach to establishing compensation ranges, with a tiered system based on location.