Customer Experience Operations Analyst, Crunchyroll

• 5 years experience with analytics and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud)
• Experience identifying patterns and trends in data to provide insights
• Experience creating reports, dashboards, and visualizations using tools like Zendesk Explore, Tableau, or Power BI
• Experience presenting insights to leadership teams
• Experience with SQL or other data querying languages
• Experience optimizing processes and improving customer experience
• Experience working with global customer experience teams
• Bachelor's degree in Data Analysis, Information Systems, or a related field

• As a Customer Experience Operations Analyst, you will help refine and improve our customer support operations
• You understand customer support ticketing systems and how to audit and standardize the infrastructure and automate workflows
• You will collaborate with several teams to pull ad hoc reports, create dashboards, investigate ticket flow issues, and provide insights to enhance customer experience
• Analyze ticket flow, identify the cause of pain points, and implement solutions to improve ticket handling processes
• Create new dashboards or visualizations for the Customer Experience team to track important metrics and trends globally, including ticket volume and agent productivity
• Interpret and present data to Customer Experience teams and multiple departmental leaders
• Develop and implement triggers and automations within the customer support infrastructure to refine processes, route tickets, and populate accurate data fields
• Standardize tagging and collection methodology across multiple channels and lines of business
• In the role of Customer Experience Operations Analyst, you will report to the Senior Manager, Analytics and Customer Experience Incident Response
• This Customer Experience Analytics team will be a brand new team within the greater Customer Experience ecosystem; one designed to focus specifically on ensuring both the customers and our agents have a streamlined and accurate experience
• This team will provide data-driven insights that support Customer Experience leaders in making informed decisions
• Communication and interdepartmental collaboration will be important as we identify and convey pain points within the company to guide improvements

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually
• Flexible time off policies allowing you to take the time you need to be your whole self
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents
• Pet insurance and some of our offices are pet friendly!

Total funding: $4.9m

In recent decades, anime - encompassing Japanese, Korean, and Chinese animation 0 has transitioned from a niche interest to a formidable industry, boasting a global market worth approximately $30B. Despite this growth, distribution has historically posed challenges, with series and films often reaching overseas audiences through disparate channels, if at all. Crunchyroll emerged to address this issue by consolidating the largest collection of anime into a single streaming service.