Customer Experience Operations Analyst

United States - EastRemotemid

Customer SuccessCustomer Experience

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Quick Summary

Key Responsibilities

Planhat Ownership & Platform Management Own administration of Planhat (our customer experience platform), including building automations, creating dashboards, resolving data discrepancies,

Technical Tools

Customer SuccessCustomer Experience

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our intelligent workflow platform applies AI, automation, and integration with human ingenuity to drive real business results.

Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT, engineering, finance, and other security-focused teams.

At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.

This is a remote position that must be based in EST or CST.

We're looking for a Customer Experience Operations Analyst to join our Revenue Operations team and help scale operational support for our growing Customer Experience organization. You'll be the first dedicated hire building the CX Ops function alongside its current leader, who has been running it solo while supporting a Customer Experience organization that's grown to 100+ people. This is a foundational role where you'll have the autonomy to build systems, processes, and infrastructure from the ground up while making an immediate impact on a fast-growing team.

You'll partner closely with CX leadership and frontline managers to turn operational challenges into scalable solutions, working on everything from platform administration and data infrastructure to process optimization and strategic initiatives. This is a high-visibility, high-impact role where your work will directly enable the CX team to operate more efficiently and make better data-driven decisions.

Responsibilities

~1 min read

→Planhat Ownership & Platform Management
- →Own administration of Planhat (our customer experience platform), including building automations, creating dashboards, resolving data discrepancies, and ensuring platform health
- →Develop self-service reporting capabilities that give CS managers instant access to the metrics they need
- →Maintain data quality and integrity across CS systems and integrations

→Frontline Partnership & Process Design
- →Serve as the primary ops partner for frontline CS managers, building trust and understanding their day-to-day needs
- →Refine critical customer lifecycle processes including sales-to-CS handoff, QBR cadences, and renewal workflows
- →Identify process gaps with CS ICs and managers and implement improvements that scale with team growth

→Strategic Initiatives
- →Redefine customer health scoring methodology and ensure adoption across the organization
- →Design and implement survey programs (NPS/CSAT) that drive actionable insights
- →Launch and operationalize a CSQL (Customer Success Qualified Lead) motion to drive expansion opportunities

2-4 years in an analytical role (CS Ops, RevOps, consulting, business analytics, or similar)
Experience administering or working deeply within platforms like Salesforce, Gainsight, Planhat, or similar
Comfort learning and building automations (you don't need to be an expert, but you'll be doing this daily)
Strong data analysis and dashboard-building skills
Ability to build trust and work independently with cross-functional stakeholders
Direct Planhat experience
SQL or technical querying skills
Experience implementing NPS/CSAT survey programs
Knowledge of CSQL/expansion motions
Familiarity with Tines product and automation concepts

What We Offer

~1 min read

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