Customer Experience Operations Analyst

4 hours ago

Work from Home, Philippines Thrive Technologies Inc. Full time ₱1,920,000 - ₱2,400,000 per year

How to Apply:

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Rate: $8/hr and earn up to PHP 80,000+/month

Schedule: Monday - Friday: 9:00 am - 5:30 pm US/EMEA Timezone

Customer Experience Operations Analyst (On-Site Cyber Sigma, Taguig)

Job Description

The Customer Experience Operations Analyst plays a pivotal role in ensuring a seamless and efficient experience for our customers by managing key operational and administrative functions that support customer success. This individual will oversee customer requests related to software licensing, support portal onboarding, managing updates on software bug releases, and other backend customer experience operations.

This role bridges internal teams—such as Customer Experience, Support, Product, Sales, Finance, and IT—to ensure that customer needs are handled quickly, accurately, and consistently. The Analyst will be responsible for maintaining operational workflows, identifying areas for process improvement, and ensuring that systems and tools supporting customer engagement are optimized for efficiency and scalability.

The ideal candidate thrives in a fast-paced, customer-focused environment and brings a combination of operational excellence, analytical skills, and process discipline.

Must Have Qualification:

  • 2+ years of experience in customer operations, business operations, support administration, or a related function
  • Strong understanding of customer lifecycle processes (onboarding, renewals, licensing, etc.)
  • Experience managing software license provisioning and customer access management (e.g., support portals, account setups)
  • Exceptional attention to detail and ability to manage multiple concurrent requests with accuracy
  • Strong communication skills, both written and verbal, with a focus on clarity and professionalism
  • Familiarity with CRM or ticketing systems (Salesforce and Zendesk a plus)
  • Proven ability to collaborate across departments and maintain strong internal stakeholder relationships
  • Analytical mindset with the ability to use data to drive improvements in efficiency and customer satisfaction
  • Excellent written/spoken English, clear documentation habits, 3–4 hours overlap with GTM regions, secure access, reliable connectivity, and comfortability working in a playbook culture

Nice to Have Qualifications:

  • Experience in SaaS or software licensing operations
  • Knowledge of subscription management systems
  • Familiarity with customer success platforms and support portals
  • Experience with process automation or workflow tools (e.g., Zapier, Jira, ServiceNow workflows)
  • Understanding of ITIL or service management principles
  • Background in data analytics or reporting, including comfort with dashboards and KPIs

Job Type: Full-time

Pay: Php465.34 per hour

Expected hours: 40 per week

Benefits:

  • Work from home

Work Location: Remote

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