Our client is an innovative and fast-growing international data-driven company, which focuses on a variety of data intelligence solutions for their clients around the world – data search & discovery, data governance, data stewardship, analytics, and digital transformation.
To better support their international clients, they are expanding their remote team in Bulgaria and are looking for an experienced Customer Experience Operations Analyst. This role will focus on assisting customers across various critical self-service platforms—such as the Help Center, University, Community, and Body of Knowledge—to provide documentation, online community support, training, and other knowledge resources. The goal is to deliver a comprehensive guide and digital companion for using their data solutions – an analysis of their Learning Management System. The person in the role will play a crucial part in enhancing customer satisfaction by optimizing self-service operations, providing timely support to users and continuously improving processes to ensure a seamless experience in the adoption of their products. It is a fully remote role for Bulgaria.
Customer Experience Operations Analyst – LMS (Fully Remote)
Responsibilities:
Requirements:
What you'll get:
This position is for a company that fosters innovation and values collaboration. This resonates deeply with talaint's core mission, and we believe it could be a compelling step forward for your career. In case you are interested in the position, please send your CV in English and we would be happy to discuss it further.
Please note that only shortlisted candidates will be contacted by our consultants.
Applying for this position, you are authorizing talaint to work and process your personal information following the Law for Personal Data Protection.
Agency license Number 2123 was issued on 04.10.2016.
To better support their international clients, they are expanding their remote team in Bulgaria and are looking for an experienced Customer Experience Operations Analyst. This role will focus on assisting customers across various critical self-service platforms—such as the Help Center, University, Community, and Body of Knowledge—to provide documentation, online community support, training, and other knowledge resources. The goal is to deliver a comprehensive guide and digital companion for using their data solutions – an analysis of their Learning Management System. The person in the role will play a crucial part in enhancing customer satisfaction by optimizing self-service operations, providing timely support to users and continuously improving processes to ensure a seamless experience in the adoption of their products. It is a fully remote role for Bulgaria.
Customer Experience Operations Analyst – LMS (Fully Remote)
Responsibilities:
- Assist with self-service operations, including user access issues and resource allocation.
- Develop workflows to streamline self-service operations and improve response times, utilizing automation where possible.
- Monitor self-service performance metrics and KPIs to identify areas for improvement.
- Collaborate with cross-functional teams to address operational challenges and enhance help center performance.
- Optimize user experience on self-service platforms by triaging requests and distributing them to subject matter experts.
- Provide timely support to SSE (Self Service Experience) system users, managing requests and issues within SLAs.
- Generate reports and dashboards to analyze user behavior, system performance, and customer experience.
Requirements:
- University degree in in Business Administration, Information Systems, or a related field.
- At least 2 years of experience supporting CRMs / customer experience systems (e.g. Cornerstone, Salesforce, Higher Logic)
- Previous experience with a Learning Management System (LMS) would be an advantage.
- Good experienced at working with platform vendors to troubleshoot and manage support tickets.
- Proficiency in Excel, data visualization tools (e.g., Tableau or Sigma), and SQL.
- Strong analytical skills with experience in data analysis, reporting, and creating dashboards.
- Customer focused and passionate about creating a great user experience with interest and aptitude for knowledge management.
- Excellent communication skills and ability to work cross-functionally with different teams.
- Ability to handle multiple projects and prioritize tasks effectively.
What you'll get:
- Competitive salary and benefits package.
- Opportunities for professional growth and career development.
- Dynamic and collaborative work environment.
- Flexible work schedule and fully remote work.
- 25 days of annual paid leave.
- Additional health insurance via UNIQA.
- MultiSport card.
This position is for a company that fosters innovation and values collaboration. This resonates deeply with talaint's core mission, and we believe it could be a compelling step forward for your career. In case you are interested in the position, please send your CV in English and we would be happy to discuss it further.
Please note that only shortlisted candidates will be contacted by our consultants.
Applying for this position, you are authorizing talaint to work and process your personal information following the Law for Personal Data Protection.
Agency license Number 2123 was issued on 04.10.2016.
