Customer Experience Operations Analyst

Tines

Customer Experience Operations Analyst helping scale customer experience operations for Tines' growing CX organization. Ownership of process optimization and strategic initiatives in a remote role.

Posted 5/21/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $110,000 - $125,000 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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
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
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

Requirements

What you’ll need

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

Benefits

Comp & perks

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Hard Skills & Tools

data analysisdashboard buildingSQLautomationNPS survey programsCSAT survey programscustomer health scoring methodologyprocess improvementcustomer lifecycle processesCSQL

Soft Skills

building trustindependencecross-functional collaborationanalytical thinkingproblem-solving