Customer Experience Operations Analyst
Kong
Description
Are you ready to power the World's connections?
If you don’t think you meet all of the criteria below but are still interested in the job, please apply. Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.
About the role:
We have an opportunity for a Customer Experience Operations Analyst to join our team. The CX Ops Analyst will be user-obsessed, always finding ways to remove friction from processes and tools, enhancing our analytics, and seeking out other opportunities to empower the CX team to provide world-class customer experience.
The CX Ops Analyst will have a team player mentality and will contribute to and own projects related to CX tooling, processes, and analytics, but also manage day-to-day inquiries from CX such as ad-hoc reporting/tooling requests, and questions across our technology stack.
The CX Ops Analyst will be a fast learner, quickly building expertise and autonomy to manage our applications - we don’t expect the candidate to be an expert on all of our applications from day one.
This role will work with a wide variety of CX team members and stakeholders worldwide, as CX covers account management, professional services, support, and education for Kong customers.
Main Applications: Salesforce, Gainsight, Financial Force, Jira, Appsembler Tahoe, SFDC Experience Site, Ortoo, Zapier, Confluence, Slack, Gsuite
Analytics: Metabase, BigQuery, DBT, Stitch, Segment, Hightouch
Why should you want to work at Kong?
Market Opportunity - We are on a quest to build a $10b+ software company over the next few years and need YOUR help!
- APIs are driving innovation across every industry!
- Strong VC team, Series D, strong year over year revenue growth!
Technical Leadership - We are recognized as the leader in innovation in the connectivity space.
- Marco, our CTO/co-founder - “We are the Cisco of L4 and L7” - CUBE Conversation, March 2021
- We are the leading innovator in the connectivity space!
Amazing Team & Culture - Come be a "Konger" and find out what we mean.
- Great Place to Work Certified in 2020 & 2021
- Kong employees discuss our culture at our 2020 Company Kickoff
Building Great Products - Learn why the world's largest companies love our tech!
- Over 250m+ downloads of our open source API gateway! Over 40k+ stars on Github between Kong API and Kong Insomnia!
What you’ll be doing:
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- Maintain and develop the CX applications for peak productivity, building workflows your users love.
- Own the user adoption and documentation of CX applications.
- Create and analyze reports, metrics, and dashboards across all levels and roles of the CX team. This work will mainly be within the applications themselves, rather than through our analytics stack.
- Help design the CX Ops roadmap by gathering and organizing user feedback. Always be on the lookout for ways of increasing the team’s productivity and performance.
- Manage CX team inquiries and ad-hoc requests across applications and analytics.
- Help improve customer data points and run projects as necessary to ensure data integrity.
- Manage user administration for onboarding, transfers, and off-boardings across the technology stack.
What you’ll bring:
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- A passion for process improvement, user experience, data, and automation.
- Strong empathy for customer-facing team members.
- Advanced Salesforce admin skills; advanced Gsheet skills; knowledge of no-code automation tools such as Zapier or Integromat.
- Reliability and attention to detail.
- Excellent written and communication skills.
- A team player who works well in a collaborative environment.
- 2-4 years relevant business experience, preferably in Sales or CX Ops.
Bonus points:
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- Hands on experience administering Gainsight and/or Financial Force.
- Knowledge of SQL.
- Mastery of Salesforce flows.
What is a Konger?
We are a group of makers, thinkers, and doers focused on helping today’s developers build tomorrow’s technology. Our teams work on the bleeding edge of API innovation to provide our users with a central nervous system for data and services.
We put design at the heart of everything we do, and we’re relentlessly focused on creating beautiful experiences for our customers. That’s why technology companies, major banks, e-commerce innovators, and government agencies put Kong in front of their most important web applications.
We believe in the power of Open Source and everything it stands for. That’s why developers around the world enthusiastically contribute on top of our open-source platform.
We are passionate about solving challenges that will fundamentally shape the future of technology, and we’re looking for the right people to join us on our mission. If you believe in taking ownership of your work, making an impact, and having fun along the way, we would love to talk to you.
Kong Core Values:
Be Inclusive. We work together from anywhere to achieve our common goals. Our differences make us stronger.
Be Authentic. We are genuine, principled and confident without arrogance. Show respect and kindness, especially in tough moments.
Be Relentlessly Resourceful. We work with purpose, obsession and grit. It takes muscle to do hard things and doing hard things build muscle.
Be Customer Obsessed. We care. Customers are everything, we put them at the center of everything you do. We are all empowered to make an impact.
Be Curious. We value ideas over hierarchy. Never accept the status quo. We make bold bets, fail, and learn everyday. There is always a way.
Be an Owner. We are drivers not passengers and own the quality and outcomes of our work.
About Kong:
Kong creates software and managed services that connect APIs and microservices natively across and within clouds, Kubernetes, data centers and more using intelligent automation. Built on an open source core, Kong’s service connectivity platform enables digital innovation by allowing organizations to reliably and securely manage the full lifecycle of APIs and services for modern architectures, including microservices, serverless and service mesh. By providing developer teams with unprecedented architectural freedom, Kong accelerates innovation cycles, increases productivity, and seamlessly bridges legacy and modern systems and applications. For more information about Kong, please visit konghq.com or follow @thekonginc on Twitter.
