CX 运营专员
CX Ops Specialist
职位名称：CX 运营专家
地点：远程（拉丁美洲）
合同类型：合同制（3-6个月）
薪资范围：市场水平
我们的客户正在寻找一位具备高级别 HubSpot 经验、熟练掌握 Zendesk 的 CX 运营专家，以及在 SaaS 客户成功和入职方面有扎实背景的人才加入他们不断壮大的团队。你将在管理支持客户体验的系统、流程和数据基础设施方面发挥关键作用，从入职到续约。你的工作将直接影响客户留存率、业务扩展、运营效率和客户体验的可见性。
主要职责
- 负责并优化他们的 HubSpot CX 基础设施，包括属性治理、自动化、跨对象流程以及系统范围内的数据准确性。
- 构建和管理客户生命周期流程，涵盖入职、续约、NPS/CSAT、价值实现时间（TTV）跟踪以及潜在流失客户警报。
- 管理和优化 Zendesk 配置，包括工单路由、宏、触发器、视图和多管道支持策略。
- 与 Rev Ops 合作，确保 CX 系统和数据与更广泛的收入流程对齐，保证客户成功、销售和支持之间的顺畅交接。
- 开发和维护涵盖 CSAT、TTV、续约、NRR/GRR、入职进度和客户经理参与度的报告和仪表盘。
- 监督数据治理、字段标准化、变更控制和跨系统（如 Chargebee、Amplitude 和 Product Fruits）的集成质量。
- 创建和维护可扩展的 Confluence 操作手册，同时支持 AI、自助服务、应用内指导、聊天机器人、知识库和 PLG 支持计划。
必备资格
- 对 HubSpot 生态系统有高级别的熟练程度，包括跨对象自动化、自定义属性、计算字段、重新注册和依赖管理。
- 具有实际的 Zendesk 管理和配置经验，包括工单路由、宏、触发器和视图。
- 在支持客户成功和/或入职功能的 SaaS 环境中工作的经验。
- 对客户生命周期（从入职到续约和扩展）有深入理解。
- 有与或在 Rev Ops 团队合作的经验，并了解 CX 数据如何与收入报告和预测相关联。
- 具备强大的技术能力，熟悉 API、集成、系统数据流和数据治理。
- 有在 Confluence 中创建详细且可扩展的流程文档和操作手册的经验。
查看英文原文
Job Title: CX Ops Specialist
Location: Remote (Latin America)
Type of Contract: Contract (3-6 months)
Salary Range: Market Rates
Our client is seeking a skilled CX Ops Specialist with expert-level HubSpot experience, hands-on Zendesk fluency, and a strong SaaS Customer Success and onboarding background to join their growing team. You will play a key role in managing the systems, workflows, and data infrastructure that support the customer experience from onboarding through renewal. Your work will directly impact retention, expansion, operational efficiency, and customer experience visibility.
Key Responsibilities
- Own and optimize their HubSpot CX infrastructure, including property governance, automation, cross-object workflows, and system-wide data accuracy.
- Build and manage customer lifecycle workflows covering onboarding, renewals, NPS/CSAT, time-to-value (TTV) tracking, and at-risk customer alerts.
- Manage and optimize Zendesk configuration, including ticket routing, macros, triggers, views, and multi-pipeline support strategies.
- Partner with Rev Ops to align CX systems and data with broader revenue processes, ensuring clean handoffs between Customer Success, Sales, and Support.
- Develop and maintain reporting and dashboards covering CSAT, TTV, renewals, NRR/GRR, onboarding progress, and CSM engagement.
- Oversee data governance, field standardization, change controls, and integration quality across systems such as Chargebee, Amplitude, and Product Fruits.
- Create and maintain scalable Confluence playbooks while supporting AI, self-service, in-app guidance, chatbot, knowledge base, and PLG support initiatives.
Must-Have Qualifications
- Expert-level proficiency with the HubSpot ecosystem, including cross-object automation, custom properties, calculated fields, re-enrolment, and dependency management.
- Hands-on Zendesk administration and configuration experience, including ticket routing, macros, triggers, and views.
- Prior experience working in a SaaS environment supporting Customer Success and/or Onboarding functions.
- Strong understanding of the customer lifecycle from onboarding through renewal and expansion.
- Experience working alongside or within a Rev Ops team and understanding how CX data connects to revenue reporting and forecasting.
- Strong technical aptitude with APIs, integrations, system data flows, and data governance.
- Experience creating detailed, scalable process documentation and playbooks in Confluence.
Preferred Qualifications
- Experience operating or integrating HubSpot and Zendesk together.
- Experience with Chargebee subscription logic, Amplitude usage mapping, and Product Fruits/HubSpot triggers.
- Knowledge of renewal forecasting, weighted probability, ARR alignment, CSM ownership models, account pools, and NRR/GRR reporting.
- Experience translating technical workflows into repeatable processes and onboarding materials for Customer Success, pooled success, and Support teams.
Originally posted on Himalayas