Customer Experience Analyst

Trenching and Excavation Safety Taskforce (TEST)

full-time

Posted on: 9/7/2025

Origin: • 🇺🇸 United States

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Mid-LevelSenior

About the role

Provide premium service experiences to customers of high-end products
Resolve customer inquiries and troubleshoot technical product issues across phone, email, chat, and SMS
Analyze workflows, identify process gaps, and recommend improvements to enhance team efficiency and customer satisfaction
Monitor trends in customer concerns to proactively inform operational decisions
Collaborate with internal teams and stakeholders to drive process enhancements
Support onboarding and education for new product owners
Participate in client discussions and provide insights on service performance and operations

3-5 years of experience in customer service or contact center operations
High school diploma or GED; or equivalent combination of education and experience
Demonstrated ability to analyze data, processes, and performance metrics
Strong communication skills (written and verbal)
Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
Adaptability to a fast-paced and evolving work environment
(Preferred) Bachelors or associate degree
(Preferred) Previous technical support experience, preferably with consumer electronics
(Preferred) Experience in BPO or contact center management with exposure to operations strategy
(Preferred) Proven track record of identifying opportunities for process improvements and executing changes
(Preferred) Familiarity with human behavior analysis or A/B testing is a plus
Must be authorized to work in the US without restrictions