Customer Experience (CX) Analyst
United States
Remote
Etleap came to be out of the frustration with how much time data wrangling takes away from the actual data analysis. We were just tired of spending time building and maintaining data pipelines. Then we noticed, so is everyone else! That is why we’ve created an intuitive ETL tool that easily enables the data analysts themselves to integrate data from any source. This way data analysts can do their most significant work faster than ever before. We are seeking a technically curious and detail-oriented Customer Experience Analyst to join our team. As a Customer Experience Analyst, you'll be the technical expert helping customers troubleshoot data pipeline issues, plan their data architecture, and understand complex integration points. You will work closely with our Engineering team to investigate technical problems, reproduce issues, and translate complex technical concepts for customers. This role requires the ability to independently diagnose technical issues, read logs and error messages, and think systematically about how data systems work.
What you are going to do:
Triage and investigate new issues using application data, logs, and external resources while establishing clear and realistic expectations on resolution timelines with customers.
Proactively engage customers to understand their goals and share relevant product features, bringing in subject matter experts when needed.
Drive meaningful product adoption among current customers.
Summarize recurring issues and feature requests to inform product improvements.
Own customer matters in your time zone and coordinate with engineers to resolve them fully.
Continuously refine support and success processes for better efficiency and outcomes.
Build strong customer relationships through professional, empathetic, and clear communication.
What we want to see in you:
Bachelor's degree, preferably in a technical field.
Experience providing customer facing support for technically complex B2B software (e.g., data platforms, APIs, integration tools).
Comfort operating in ambiguous situations and independently solving open ended technical issues.
Working knowledge of SQL and general database concepts.
Ability to juggle competing priorities with ease.
Pattern recognition of recurring issues and requests.
Eagerness to proactively help customers succeed.
Strong relationship-building and communication skills in written word and on calls.
Ability and desire to work with engineers on complex problems.
If you are passionate about providing an exceptional experience to customers at all stages and thrive in a fast-paced environment, we would love to hear from you.
This is a remote role position with core working hours of approximately 8am–5pm Pacific.
To apply, submit this form: https://forms.gle/pykg6GK49LmB4Bda6 (note: you must be logged into Google). We look forward to hearing from you!