🛠 Tech Stack

💼 About This Role

You'll lead the Voice of the Customer program to shift support from reactive to proactive. You'll analyze data to identify friction points and champion improvements with Product, Tech, and Marketing teams. This role focuses on reducing contact volume through root cause analysis and process optimization.

🎯 What You'll Do

• Drive the VoC program to capture and analyze customer feedback.
• Perform root cause analysis on contact volume data.
• Lead ticket deflection projects to reduce contact volume.
• Act as liaison between Support and Product/Engineering/Marketing.

📋 Requirements

• 3+ years in customer support operations or CX analysis.
• Proven track record of running a VoC program.
• Advanced data analytics skills in Excel/Google Sheets.
• Experience with Zendesk and Jira.

✨ Nice to Have

• SQL or Tableau experience.
• Understanding of API integrations and AI capabilities.
• Process mapping proficiency.

🎁 Benefits & Perks

• 🏖️ Remote-first culture.
• 📈 Professional development opportunities.
• 🌍 Global team collaboration.
• 💡 Impactful work with proactive support strategy.