CX Operations & Systems Specialist

Hello from the CX Operations Team at Customer.io!

We’re looking for a CX Operations 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 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 our 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. We help 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.

What you’ll do

• 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 (Planhat, Zendesk, Salesforce, Snowflake) — proactively identify anomalies, coordinate root cause analysis, and ensure timely resolution to minimize downstream business impact.
• Partner with the CX Ops Manager to design reporting and analytics that reveal performance drivers and customer health trends.
• Deliver actionable insights on things like ticket trends, customer friction points, and self-service opportunities.
• Support ad hoc analysis and campaign targeting requests with scalable, repeatable reporting processes.
• Collaborate closely with the Data team to align infrastructure and ensure CX reporting is accurate, consistent, and accessible.
• Contribute to process optimization and forecasting projects, using data to improve team efficiency and capacity planning.

What success looks like

• CX teams have reliable, self-serve dashboards that surface the right metrics at the right time.
• Data issues are proactively identified and resolved before they impact reporting or customer workflows.
• Leadership has clear visibility into customer health, SLAs, and CX performance metrics.
• Ad hoc reporting volume decreases as scalable systems and processes are established.
• Customer-facing teams can spend more time on strategic work — less on manual data wrangling.

About You

• You’re data-savvy — comfortable writing SQL queries, exploring datasets, and turning information into clear insights.
• You understand SaaS customer operations (Customer Success, Support, Account Management) and can connect metrics to business outcomes.
• You have a knack