Customer Experience Operations Analyst

Job Description

Work beautifully

Dialpad is where work comes together—one, beautiful workspace for anywhere communication & collaboration. With the industry’s most innovative business phone system, unlimited text and team messaging, one-click video meetings, and the world’s most advanced AI Contact Center—Dialpad is completely transforming how the world works together.

About the team

Instrumental in the success, effectiveness and scalability of our Dialpad CX Organization, our operations teams are critical to the employees and customers of Dialpad. The CX operations organization is responsible for delivering the absolute highest levels of support and visibility to our Client Success, Professional Services and Support teams to ensure we are delivering on industry leading efficiency across the CX org. Using your problem-solving skills, technical aptitude with reporting tools, and cross functional relationships, this role will aim to support and assist our internal teams to better engage with our customer base.

Your role

As a member of the CX Operations team you will focus on providing reporting, data validation and processes support for our CX teams (Customer Success, Support and Professional Services). You will respond to and work internal questions and requests regarding data accuracy, reporting needs, best data practices and other ad-hoc requests. This is a team that requires quick and accurate responses with a high level of attention to detail. This is a work from home position.

What you’ll do

• Respond to internal inquiries via email ticketing system, phone and chat
• Become an expert in our current internal systems (ZenDesk, Salesforce, DOMO, & CSR) in order to know where to point individuals with requests
• Validate data that is in our systems is up to date and correct
• Analyze datasets for ad-hoc requests and special projects
• Create reporting for the CX teams
• Update and add commentary to executive slide decks
• Work cross functionally to develop new reporting and integrations to further automate our processes

Skills you’ll bring

• Minimum 3-4 years experience working in a operations role
• English business fluency required
• Experience working in successful customer-centric hyper-growth companies
• Salesforce experience required
• Experience with a BI Tool (DOMO, Microsoft PowerBI, Tableau, etc.)
• Attention to detail and experience working with large complex datasets
• Superior written and verbal communication skills, analytical skills, and ability to follow detailed processes
• Excellent time management and organizational skills with the ability to track numerous details and prioritize appropriately
• Strong business acumen to ensure we are asking the right questions from the requestor in order to deliver on reporting or analysis that adds value
• Ability to work cross departmentally

Who you are

• Able to work 9am - 5pm Central or Eastern Time
• Positive team player who embraces a team-first attitude and contributes to overall team success
• Willing to learn and take on new challenges each day
• Able to adapt quickly to an ever changing environment
• Goal oriented and motivated to meet and exceed established KPI’s
• Excited to work with data and find ways to improve our current processes
• Able to establish rapport and gain situational awareness quickly within our cross functional teams
• Experience with SaaS providers an asset

Dialpad benefits and perks

Equity, balance, and belonging

At Dialpad, we strive to ensure that Dialers are free to bring their full selves to work each day, and champion the intersectionality that exists between gender identity, ethnicity, age, disability status, and the many other aspects of our greater humanity.

Culture

We’ve been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.

Compensation and equity

Teamwork makes the dream work, and Dialpad offers competitive rates in addition to stock options because each and every Dialer participates in our success.

Don’t meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.