Note: The job is a remote job and is open to candidates in USA. Osano is a data privacy platform that helps organizations comply with global privacy regulations and build customer trust. The Customer Experience Operations Specialist will improve and scale the self-service customer experience by analyzing customer behavior, supporting onboarding and troubleshooting, monitoring product-led growth metrics, and developing scalable adoption programs.
Responsibilities
- Support self-service customers throughout onboarding by answering common product questions, providing guidance, and helping troubleshoot basic technical issues
- Track common customer questions, onboarding challenges, and recurring issues to help identify patterns and opportunities to improve the customer experience
- Monitor self-service and PLG metrics such as signups, activation, implementation progress, product usage, go-live, and retention
- Assist with analyzing customer and product data to understand where customers get stuck, what behaviors lead to success, and where additional support may be needed
- Help build and test scalable customer programs, including automated outreach, in-product guidance, customer education, and other adoption initiatives
- Use tools such as Userpilot, Pendo, Heap, or similar platforms to learn how customers interact with the product and support reporting on customer behavior
- Maintain and improve self-service resources, customer communications, internal documentation, and process guides
- Identify customer trends, potential churn risks, and upgrade opportunities and share findings with Customer Experience, Product, and other internal teams
- Partner across Customer Success, Support, Implementation, and Product on projects that improve onboarding, adoption, and the overall self-service customer journey
- Support additional Customer Experience operations and reporting projects as the self-service program grows
Skills
- * Early in your career and excited to build experience at the intersection of Customer Experience, technology, data, and operations
- * Naturally curious and analytical — when you see a customer problem or unexpected behavior, your instinct is to dig deeper, look for patterns, and understand the “why” behind it
- * Comfortable working with data and metrics to identify trends, form hypotheses, and help determine what actions could improve the customer experience
- * Technically curious and comfortable learning new software, including customer analytics, product adoption, and reporting tools
- * Confident troubleshooting basic technical issues and willing to investigate a problem before escalating it
- * Interested in finding scalable solutions rather than solving the same customer problem one at a time
- * Strong written and verbal communicator who can turn customer feedback, trends, and data into clear takeaways for others
- * Detail-oriented and organized, with the ability to manage multiple priorities and follow through on projects
- * Comfortable working independently, experimenting with new approaches, and asking thoughtful questions when needed
- * Customer-focused, with an interest in understanding what drives successful onboarding, adoption, retention, and long-term customer value
- * Bachelor's degree or equivalent experience in Business, Information Systems, Data Analytics, Marketing, Communications, or a related field
- * Experience working with data through coursework, internships, projects, or previous roles
- * Familiarity with SaaS products or an interest in how software companies use customer and product data to improve the user experience
- * Exposure to tools such as Userpilot, Pendo, Heap, Zendesk, Intercom, HubSpot, or similar platforms
- * Basic experience with reporting, dashboards, spreadsheets, or data visualization
- * Interest in Customer Experience Operations, Customer Success Operations, Product-Led Growth, or a similar career path
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