CX Operations & Systems Specialist

Hello from the CX Operations Team at Customer.io!

We're looking for a CX Operations & Systems Specialist to join our growing Revenue Operations organization. This is a foundational role designed for someone who loves working with data, systems, and people — someone who can translate customer experience data into insights that drive action across our Customer Success, Technical Support, and Account Management teams.

At Customer.io, our CX Ops team is the connective tissue between data, systems, and customer-facing teams. As a CX Operations & Systems Specialist, you'll play a key role in ensuring our post-sales organization runs efficiently, has reliable visibility into key metrics, and is empowered to make data-driven decisions every day. You'll work cross-functionally with RevOps, the Data team, and CX leadership to ensure our systems, metrics, and reports all speak the same language — and that our teams have access to actionable insights that help them deliver world-class experiences to our customers.

About Customer.io

Over 8,000 companies — from scrappy startups to global brands — use the Customer.io platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive, helping teams send smarter, more relevant messages using real-time behavioral data.

What We Value

• Impact over output — You focus on insights that drive decisions, not dashboards for their own sake.
• Ownership — You notice when things break or don't add up and take responsibility for fixing them.
• Pragmatism — You value reliable, usable solutions over perfect-but-late ones.
• Systems thinking — You're comfortable navigating messy tools and data and making them work better together.
• Clear communication — You make complex data easy to understand and act on.
• Collaboration — You partner closely with CX, Ops, and Data to get to the best outcome.
• Customer empathy — You keep the customer experience at the center of your analysis.

Key Responsibilities

• Collaborate with the Data team to ensure centralized CX dashboards are well-defined, actionable, and aligned with the needs of Technical Support, Customer Success, and Account Management.
• Monitor and troubleshoot data issues across CX systems including Planhat, Zendesk, Salesforce, and Snowflake — proactively identify anomalies, coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact.
• Partner with CX Ops leadership to design reporting and analytics that reveal performance drivers and customer health trends.
• Deliver actionable insights on ticket trends, customer friction points, and self-service opportunities.
• Support ad hoc analysis and special projects that help leadership understand CX performance and operational efficiency.
• Maintain data integrity and quality standards across all CX systems and dashboards.
• Help optimize processes and workflows that improve team productivity and customer outcomes.

Who You Are

You're detail-oriented with a passion for solving complex operational challenges. You thrive in cross-functional environments, comfortable translating between technical and non-technical stakeholders. You understand that great CX operations require strong systems, clear data, and empowered teams. You're comfortable working with multiple platforms and tools, and you see opportunities to connect disparate systems for better insights and efficiency.

💰 Compensation not publicly listed. Market estimate for similar roles: from $80K, varying by experience and location.