Gainsight Operations Analyst managing Gainsight platform and integrating data insights for optimal customer success. Driving digital engagement strategies and overseeing automated workflows for customer journeys.
About the role
- Client Experience Operations Manager focusing on operational excellence in customer experience for a high-growth startup. Leading systems optimization and supporting client satisfaction through efficient processes and support management.
Responsibilities
- Own and optimize CX tools and platforms, including ticketing systems, CRM, QA processes, and reporting dashboards.
- Design and maintain scalable workflows that improve response times, resolution quality, and client satisfaction.
- Identify inefficiencies and implement process improvements that reduce friction for both clients and internal teams.
- Maintain documentation, SOPs, and internal knowledge base resources to support consistency and training.
- Manage and coach Client Experience Support Specialists, depending on team structure and growth stage.
- Set clear performance expectations tied to SLAs, CSAT, and GRR impact.
- Review tickets for quality assurance and provide direct feedback and skill development.
- Lead CX operational projects from planning through execution, including system implementations, workflow redesign, and cross-functional initiatives.
- Own CX reporting and provide leadership with clear insights into ticket trends, performance metrics, client health indicators, and operational risks.
Requirements
- 3 to 6 years of experience in customer support, client experience, or CX operations within a SaaS or technology environment.
- Experience managing or mentoring support team members.
- Strong operational mindset with experience building or improving workflows and systems.
- Proficiency with tools such as Jira, HubSpot, or similar ticketing and CRM platforms.
- Comfortable analyzing support data and creating actionable reports for leadership.
- Strong troubleshooting and technical communication skills.
- Ability to thrive in a high-growth, fast-changing environment with evolving processes and priorities.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Site Operations Coordinator managing online platform operations for Nautica's E - commerce team. Overseeing product activations and supporting promotional activities with a focus on detail and efficiency.
Principal, Technology Operations leading strategic planning and execution of technology programs at Walmart. Ensuring alignment with business objectives and managing logistics and supply chain operations.
Director of Lending Operations overseeing loan servicing and loss prevention processes at the Credit Union. Leading teams and managing vendors to enhance efficiency and compliance.
Manager for Market Operations overseeing operational performance and analytics at HarmonyCares. Collaborating to improve clinical delivery within a healthcare setting in Michigan.
Director, Head of IAM Operations managing end - to - end IAM operations and global service delivery at S&P Global. Leading automation, compliance, third - party partnerships, and operational excellence.
Operations Coordinator at a fast - growing company providing affordable digital textbooks. Supporting various teams and acting as a central contact point for employee inquiries.
Field Operations Manager overseeing multiple sand mining and material handling sites in Colorado. Focused on operational performance and team leadership while ensuring safety and compliance across locations.
Inspector overseeing Operations & Planning in the Australian Border Force. Conducting efficient customs, migration, and surveillance activities in the Northern Territory.
Director of Regional Logistics Operations overseeing biopharmaceutical product distribution while ensuring compliance and driving continuous improvement. Leading a logistics team to achieve organizational goals in the U.S.