Customer Experience Project Specialist

Worldpackers

. Monitor and analyze key KPIs (CSAT, NPS, contact rate, SLA, churn) .

Posted 4/3/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

KPI analysisreport buildingdashboard creationdata analysisprocess optimizationproject managementautomationanalytical skillsExcelSQL

Soft Skills

communicationstakeholder alignmentinfluencingproblem-solvingprioritizationorganizational skillsadaptabilitycollaborationpresentation skillscritical thinking