Business Intelligence Specialist (Remote, Night Shift)

• Remote (equipment will be provided)
• US Client (Night Shift)

We’re looking for a CX Operations Lead to help our Customer Experience team work more efficiently.

This is an internal operations role focused on data, reporting, systems, process improvement, and cross-functional projects. You’ll look at data and workflows to identify problems, build solutions, and help teams stay aligned.

A background in Business Intelligence, Data Analytics, Operations, or Customer Success Operations could be a great fit.

What You’ll Do

Reporting & Analytics

• Build and maintain weekly CX reports and dashboards.
• Analyze customer, support, project, and NPS data to identify trends and risks.
• Monitor customer and project health and flag potential issues.
• Turn data into clear insights and recommendations for leadership.
• Track key CX metrics and performance.

Process Improvement

• Identify inefficient or manual processes and find ways to improve them.
• Build workflows, playbooks, and processes that make CX teams more efficient.
• Use automation and AI to reduce repetitive work.
• Standardize processes across Customer Success, Services, and Support.

Systems & Tools

• Manage and maintain CX systems such as Rocketlane, RingCentral, HubSpot, Gong, Appcues, and AnnounceKit.
• Keep systems, workflows, and data accurate and up to date.
• Help implement new tools and processes.
• Support CX teams when system or workflow issues come up.
• Review new product releases and make sure CX systems and documentation are updated.

Cross-Functional Projects

• Lead or coordinate projects that improve the customer experience.
• Work with Sales, Customer Success, Support, Product, Engineering, and Operations.
• Create project plans, track progress, identify risks, and keep stakeholders informed.
• Help move projects from an idea to implementation and adoption.

Identify & Escalate Customer Risks

• Monitor customer and project activity for potential risks.
• Flag stalled projects, high support volume, low NPS scores, and other warning signs.
• Make sure issues are routed to the right teams before they become larger problems.

What Success Looks Like

You’ll be successful if:

• Leadership has clear and reliable CX reporting.
• CX teams have accurate systems and efficient processes.
• Potential customer and revenue risks are identified early.
• Manual work is reduced through automation and better workflows.
• Cross-functional projects are organized, completed, and adopted.

What We’re Looking For

• 2–3+ years of experience in BI, Data Analytics, Business Operations, Customer Success Operations, Revenue Operations, or a similar role.
• Strong analytical and problem-solving skills.
• Experience building dashboards, reports, and KPIs.
• Ability to turn data into actionable business insights.
• Experience improving processes or building workflows/automation.
• Comfortable working with business systems and learning new tools.
• Strong project management and organizational skills.
• Comfortable working with teams across Sales, Customer Success, Support, Product, and Engineering.
• Strong written and verbal communication skills.
• Comfortable working independently and taking ownership of projects.
• Experience using AI or automation tools is a plus.
• Experience with tools such as Rocketlane, HubSpot, Gong, Appcues, or RingCentral is a plus.