Customer Experience SysOps Analyst
R
RMSHospitality technology
Remote-first from the Philippines, Australian business hoursFull-Time
Salary not disclosed
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Job Details
- Required Skills
- Microsoft Power BIZendesk
Requirements
- Have SaaS experience in CX operations, CS operations, or systems administration.
- Have configuration experience with a support platform such as Zendesk or Intercom.
- Have experience with a customer success platform.
- Understand churn, net revenue retention, and support metrics and why they matter.
- Have strong data skills, including bulk data cleaning.
- Build dashboards in Power BI or a similar tool.
- Use AI confidently in daily work, fact-check its output, and explain it.
- Be comfortable juggling several stakeholders.
- Be able to work Australian business hours.
Responsibilities
- Configure and run Zendesk, ChurnZero, and GuideCX.
- Bring Zendesk configuration work in-house.
- Own monthly churn reporting from data pull through leadership pack.
- Investigate ad hoc questions, such as ticket spikes, and report likely causes.
- Clean data that blocks playbooks and reporting, then fix the process that created it.
- Use AI and automation to reduce manual work and check outputs against source data.
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