Zippi

Analyst

• Provide end-to-end customer support, ensuring quick, clear, and empathetic resolutions for each customer request across the integrated channels of our platform.
• Read and interpret CX metrics (CSAT, AHT/AWT, volume, FCR, etc.) to identify optimization opportunities.
• Propose and implement process improvements, working with the CX team and partner areas.
• Bring customer journey insights to product and operations teams, highlighting pain points and opportunities to delight customers.

CX Analyst – Temporary, Weekend Schedule

• Handle end-to-end customer interactions, ensuring quick, clear, and empathetic resolutions to each customer request across the integrated channels of our platform.
• Read and interpret CX metrics (CSAT, TMA/TME, volume, FCR, etc.) to identify optimization opportunities.
• Propose and implement process improvements, working with the CX team and partner teams.
• Bring customer journey insights to product and operations teams, highlighting pain points and opportunities to delight customers.