Customer Experience (CX) Optimization Specialist
About this role
We are looking for a Customer Experience (CX) Optimization Specialist to own CX operational reporting and dashboards, build automated reports using SQL, BigQuery, and Tableau, administer the Freshworks suite (Freshdesk, Freshchat, Freshcaller) including workflows, automations, bot flows, tags, and reporting, drive CX automation and process improvement initiatives, partner with Product and Engineering to resolve customer pain points and implement improvements, lead weekly CX governance meetings and track action items to closure, and monitor CX KPIs / OKRs and identify improvement opportunities.
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