Customer Experience Operations Specialist

Osano, a B-Corporation dedicated to data privacy, is seeking a Customer Experience Operations Specialist to enhance and scale its self-service customer experience. The role involves analyzing customer interactions, identifying friction points, and developing solutions to improve adoption and customer success. Ideal candidates are naturally curious, analytical, and comfortable with technology.

Key responsibilities include supporting self-service customers during onboarding by addressing common product questions and troubleshooting basic technical issues. The specialist will track common customer inquiries and challenges to identify patterns and opportunities for improvement. Monitoring self-service and product-led growth metrics such as sign-ups, activation, implementation progress, product usage, go-live, and retention is also essential. Additionally, the role involves analyzing customer and product data to understand obstacles, successful behaviors, and areas requiring additional support. The specialist will assist in building and testing scalable customer programs, including automated outreach, in-product guidance, customer education, and other adoption initiatives. Utilizing tools like Userpilot, Pendo, Heap, or similar platforms to understand customer interactions and support reporting on customer behavior is also part of the role.

Candidates should be early in their careers, eager to build experience at the intersection of Customer Experience, technology, data, and operations. A natural curiosity and analytical mindset are crucial, with an ability to dig deeper into customer problems and understand underlying causes. Comfort with data and metrics to identify trends and form hypotheses is necessary. Technological curiosity and the ability to learn new software, including customer analytics, product adoption, and reporting tools, are important. Confidence in troubleshooting basic technical issues and a focus on finding scalable solutions are key. Strong written and verbal communication skills to convey customer feedback and data insights are essential. Attention to detail, organizational skills, and the ability to manage multiple priorities are required. Comfort with independent work, experimentation, and asking thoughtful questions is important. A customer-focused approach with an interest in understanding drivers of successful onboarding, adoption, retention, and long-term customer value is vital.

While not mandatory, a Bachelor’s degree or equivalent experience in Business, Information Systems, Data Analytics, Marketing, Communications, or a related field is preferred. Experience working with data through coursework, internships, projects, or previous roles is advantageous. Familiarity with SaaS products or an interest in how software companies use customer and product data to improve the user experience is beneficial. Exposure to tools such as Userpilot, Pendo, Heap, Zendesk, Intercom, HubSpot, or similar platforms is a plus. Basic experience with reporting, dashboards, spreadsheets, or data visualization is advantageous. An interest in Customer Experience Operations, Customer Success Operations, Product-Led Growth, or a similar career path is desirable.

Osano offers a dynamic work environment with opportunities for growth and development. As a B-Corporation, Osano is committed to social and environmental performance, accountability, and transparency. Joining Osano means contributing to a mission that prioritizes data privacy as a fundamental right, allowing employees to make a meaningful impact in a rapidly evolving regulatory and technological landscape.