Position Overview
We’re looking for an Analyst to join the Customer Experience (CX) Operations team to help us understand, measure, and improve the customer journey across onboarding, support, success, and retention. As a key member of the CX Operations team, you’ll turn customer data into actionable insights and partner closely with cross-functional leaders to improve how we support our merchants.
As the second member of the CX Operations team, you will be responsible for data and reporting, ensuring that key metrics are accurately tracked. You’ll collaborate with the Business Intelligence team to build and maintain dashboards that surface insights and support decision-making.
This is a great opportunity for someone who is analytically driven, eager to grow, and excited to play a meaningful role in improving how Quilt supports its customers.
Responsibilities
- Partner with CX leaders and executives to develop complex workforce and capacity models, time analysis, and support financial planning.
- Collaborate with the BI Team to design Tableau dashboards to track key CX metrics across onboarding, support, and customer success.
- Develop detailed and complex reports and dashboards in Salesforce (SFDC) based on stakeholder requirements.
- Conduct deep dives into customer engagement data and share actionable insights with CX leadership and Quilt executives.
- Optimize and document CX-related workflows in Salesforce to improve end-user experience and efficiency.
- Perform ongoing analysis into various stages of the customer journey, leveraging product usage and payment processing information to improve retention and adoption.
- Participate in cross-functional initiatives to streamline operations and elevate the end-to-end customer experience.
- Maintain and update project tracking boards in Monday.com to ensure accurate visibility into ongoing and completed CX initiatives.
What You Bring
- Detail-oriented, highly organized, and naturally curious with a problem-solving mindset.
- Strong communicator and cross-functional collaborator who can translate data into insights.
- 2–4 years of experience in analytical or operational roles (CX Ops, FP&A, or Sales/Business Ops preferred).
- Strong working knowledge of SFDC (Salesforce) is required; familiarity with tools like RingCX, RingDNA, or GuideCX is preferred but not mandatory.
- Proficiency in Excel/Google Sheets, comfort with building models and analyzing data and trends from multiple sources.
- Experience with BI tools such as Tableau, Looker, or similar.
Bonus Points
- Experience working in a fast-paced startup or SaaS environment.
- Previous experience in payments or fintech.
- Passion for small business and local commerce.
- Familiarity with customer health scoring or customer segmentation models.
Benefits
- 3 weeks of PTO, 10 Paid Holidays, and a Paid Volunteer Day
- Paid Parental Leave
- Comprehensive benefits package including medical, dental, and vision coverage.
- 401k Opportunity with Company Match
Location: Remote, based in the USA
Compensation: $75-85k + bonus opportunity
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
About Quilt SoftwareEver wondered how your favorite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions.
If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving!
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