We are seeking a highly organized, process-driven CX Strategy & Operations Senior Analyst to join our CX Strategy & Operations group. This critical role serves as the operational engine behind our Customer Experience organization, directly bridging the gap between our Technical Advisory (TA), Customer Advocacy (CA) and other CX teams.

You will be responsible for streamlining operational workflows, managing cross-functional technical requests, auditing financial data, and ensuring our Customer Advocacy Managers (CAMs) are fully enabled to support our accounts. If you thrive on turning unstructured processes and inputs into structured, repeatable processes and have experience optimizing tools like Jira, Zendesk and Salesforce, this role is for you.

The Impact U will make:
CX Operational Excellence & Ticketing

• Escalation Management: Oversee the general ticket escalation path for the CX team, ensuring critical customer issues are routed, prioritized, and resolved efficiently.
• Environment Request Workflows: Manage and optimize the intake and fulfillment process for customer environment requests.
• CA Workgroup Operationalization: Take abstract strategy and translate it into day-to-day operations for Customer Advocacy workgroups, establishing clear metrics, tracking, and governance.

Technical Advisory (TA) & Customer Advocacy (CA) Bridge

• TA Operations Management: Act as the primary administrator for internal CX requests spanning technical toolings such as Jira, Zendesk, Conduqtor, and other internal proprietary systems.
• Bi-Monthly TAS Request Process: 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.

Account & Platform Administration

• Account Assignment Governance: Maintain strict data hygiene in Salesforce (SFDC) and Zendesk (ZD) by managing the ongoing account assignment matrix for Customer Advocacy teams.
• Brand & Access Management: Own the operational workflow for provisioning and managing Vanity URLs requested by customers or internal teams.

Post-Incident & Retention Support

• Root Cause Analysis (RCA): Facilitate the review, refinement, and official publication of Root Cause Analysis documentation following major customer technical incidents.
• CAM Accountability & Follow-up: Track and drive follow-ups for Customer Advocacy Managers regarding monthly churn indicators and environment catchup gaps to protect net revenue retention.

Financial & Contract Operations

• SOW & Hours Reconciliation: Partner with Accounting to perform regular monthly reconciliations of Statements of Work (SOWs) and logged technical hours, ensuring billing accuracy against delivered services.

What U bring:

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

Core Competencies

• 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.
• 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.

Compensation, Benefits, & Perks

Work from home with a remote-first community

Unlimited PTO (and the encouragement to use it)

Student loan payback program

100% employer-covered medical, dental, and vision options available to you and your dependents

Flexible Spending Account (FSA)

Monthly stipend toward your WFH setup, vacation, development and more

Employer-sponsored 401(k) with contribution match

Subsidized ClassPass Membership

Generous Paid Parental Leave

Hiring Ranges:

• Tier 1: $103,000.00 - $120,000.00
• Tier 2: $88,500.00 - $110,600.00

Unqork employs a market-driven approach to establish compensation ranges. In addition to a base salary, employees may also be eligible to receive a target incentive and company equity in the form of stock options.An employee's compensation within the range provided above depends on a variety of factors including, but not limited to, their location, role, skillset, level of experience, and similar peer salaries. As a remote-first company, Unqork incorporates a geographic differential into our compensation structure, depending on the candidate's location. We utilize a tiered system-Tier 1 and Tier 2-to accurately reflect local market rates and ensure our compensation packages are both fair and competitive.

Our geographic tiers are defined as follows:

• Tier 1: New York Metro, Seattle Metro, San Francisco Bay Area
• Tier 2: All other US and US territory locations