Customer Experience Operations Specialist

Responsibilities

• Support self-service customers during onboarding by answering product questions and troubleshooting technical issues
• Track common customer challenges and recurring issues to identify patterns for experience improvement
• Monitor PLG metrics including signups, activation, implementation progress, and retention
• Analyze customer and product data to identify friction points and success behaviors
• Build and test scalable customer programs such as automated outreach and in-product guidance
• Use analytics tools like Userpilot, Pendo, and Heap to report on customer behavior
• Maintain self-service resources, internal documentation, and process guides
• Identify churn risks and upgrade opportunities to share with Product and CX teams
• Partner with Customer Success, Support, and Product teams to improve the self-service journey

Requirements

• Early career professional interested in the intersection of CX, technology, and operations
• Ability to use data and metrics to form hypotheses and identify trends
• Comfort learning new software, including customer analytics and reporting tools
• Ability to troubleshoot basic technical issues independently
• Strong communication skills to translate data into clear takeaways
• Customer-focused approach to onboarding and retention

Preferred Qualifications

• Bachelor's degree in Business, Information Systems, Data Analytics, or related field
• Experience working with data through coursework or internships
• Familiarity with SaaS products and user experience optimization
• Exposure to tools such as Userpilot, Pendo, Heap, Zendesk, Intercom, or HubSpot
• Basic experience with reporting, dashboards, and data visualization

About the Company

Osano is a leading data privacy platform and B-Corporation that helps organizations comply with global privacy regulations like GDPR and CCPA, ensuring privacy is treated as a fundamental right.