Worldpackers

Customer Experience Project Specialist

Worldpackers

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

SQL

About the role

  • Monitor and analyze key KPIs (CSAT, NPS, contact rate, SLA, churn)
  • Identify performance gaps and root causes
  • Build reports and dashboards to track trends and opportunities
  • Analyze customer interactions (tickets, chats, feedback)
  • Identify recurring issues and quantify their impact
  • Translate qualitative and quantitative data into business insights
  • Present findings to stakeholders with clear recommendations
  • Map and optimize customer journeys and support processes
  • Reduce contact volume through product, process, or automation improvements
  • Improve efficiency (cost per contact, resolution time, deflection)
  • Own end-to-end CX improvement projects
  • Prioritize initiatives based on impact vs effort
  • Partner with Product, Engineering, and Ops teams to implement changes
  • Act as a bridge between CX and other teams
  • Influence product decisions using customer data
  • Align stakeholders in a fast-paced, ambiguous environment

Requirements

  • Experience in CX, Customer Support Ops, Operations, or similar roles
  • Experience with project management, automation, and operational efficiency, especially in CX (Customer Experience)
  • Strong analytical skills (Excel/Google Sheets required; SQL is a plus)
  • Experience working with CX metrics (CSAT, NPS, churn, etc.)
  • Experience improving processes or operations
  • Ability to manage multiple projects simultaneously
Benefits
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
KPI analysisreport buildingdashboard creationdata analysisprocess optimizationproject managementautomationanalytical skillsExcelSQL
Soft Skills
communicationstakeholder alignmentinfluencingproblem-solvingprioritizationorganizational skillsadaptabilitycollaborationpresentation skillscritical thinking