Customer Experience Operations Senior Analyst

Pirates Wanted: Customer Experience Operations Senior Analyst/Customer Experience Buccaneer, Sailor of CRM Seas

Every ecommerce business deserves the cheapest shipping rates. That’s why Pirate Ship’s simple shipping software levels the playing field for small businesses, giving them free access to the deepest shipping discounts with no fees or hidden costs. We’re currently on the lookout for exceptional pirates to join our crew as a CX Operations Senior Analyst, and otherwise known as a CX Buccaneer, Sailor of CRM Seas to us here at Pirate Ship.

Pirate Ship is a remote-first company, and like any jolly crew of pirates we operate in a casual and creative atmosphere, where everyone’s ideas are welcome and having fun is encouraged. We offer competitive pay, exceptional benefits, and the opportunity to tell people you’re a pirate when they ask what you do. As Steve Jobs said, “It’s more fun to be a pirate than to join the navy!”

Responsibilities:

• Balanced Buccaneering: Be available for ad-hoc special projects and requests.
• Batten Down the Hatches: Collaborate with cross-functional teams to evaluate and improve operational efficiencies by reducing friction points and streamlining workflows. Propose and implement process improvements to enhance efficiency and ensure a seamless customer experience across all touchpoints.
• Navigate the Seas: Operate in a learning-first mentality by continually asking questions, and encourage fellow crewmates to do the same.
• Ride the seas of change: You’ll be comfortable in an environment where there’s lots of change all the time.
• Hoist the Jolly Roger: You’ll have the opportunity to share your background, experience and interests with the crew to enhance our fun, progressive culture.
• Sail from your port o’ call: You’ll be working from home, but will connect with your crewmates throughout the day over chat, voice, and video through company-provided equipment.
• Find the Tradewinds: Stay informed about industry trends, customer experience advancements, and emerging technologies to drive ongoing improvement in CX operations.
• Keep it Shipshape: Develop and maintain performance models to evaluate the efficiency and effectiveness of customer support operations. Utilize modeling insights to make data-driven recommendations for process improvements and resource allocation.
• Chart a Course: Develop, interpret and utilize customer and conversation data to gain insights into the customer journey and pain points - identify trends and develop recommendations for improvement in the overall customer experience.
• Man the Cannons: Serve as the primary system administrator for CX systems, owning the optimization and implementation of features to increase operational efficiencies, with emphasis on the Pirate Ship’s CRM platform: Intercom.
• Collect your booty: Pirate Ship pays competitively compared to other landlubbers because we value your creativity and passion.
• Bottle Your Messages: Generate regular and ad-hoc reports - presenting regular reports to management, highlighting insights and progress towards CX goals.

Requirements/Minimum Qualifications:

• Ability to work independently and collaboratively in a cross-functional environment focused on drive results, managing work from home time efficiently.
• Customer-centric mindset with a passion for delivering exceptional experiences.
• At least 5 years of relevant experience as an analyst.
• The basic tools required to successfully work from home; access to a home office space free of distractions and reliable high-speed internet access.
• Familiarity with CRM systems, customer data management practices, and workforce management software.
• Experience in or supporting operational teams required; experience working in or in support of CX teams is strongly preferred.
• Change Management skills: Pirate Ship is a rapidly growing company where change is common.
• Strong analytical and problem-solving skills with the ability to derive insights from data and make data-driven decisions.
• Advanced knowledge of MS Excel, including experience with data manipulations - Lookups, PivotTables, External Data Connections.

Bonus Points For/Preferred Qualifications:

• Experience in eCommerce or Tech.
• YARRrrr! The ability to speak like a pirate!
• Experience with Shipping, Supply Chain & Logistics.
• Experience managing Intercom CRM.
• Experience and intimate knowledge of the United States Postal Service (USPS) and/or UPS.

Compensation & Benefits:

• Compensation - The pay range for this role is $110,000-$125,000 yearly USD
• Vacation Time - We offer 144 hours of accrued vacation time to start to keep our pirates rested & rejuvenated!
• 401(K) - We offer a Traditional 401(K) and a Roth 401(K), and pirates who contribute 1-3% of their annual salary get matched 100% by the company!
• Paid Sick Time - 80 hours annually.
• Home Office Reimbursement - We provide a one-time home office reimbursement of up to $1,500 to purchase an ergonomic desk and chair.
• Virtual Tacos for ARRrrrsome rewards- “Hey Taco!” is our employee recognition program where you can give and receive virtual "Tacos" which can be redeemed for rewards.
• Medical Insurance - 100% covered for Pirates by the company and kicks in the first of the month after enrollment! If you want to add any dependents (spouse, partner or children), they’ll be 50% covered!
• Dental and Vision - 100% covered for Pirates and 50% covered for dependents.
• Paid Holidays - 12 paid holidays per year.
• Other Stipends for Remote Individuals - Wifi & snacks, we’ve got y’er back!
• Parental Leave - Full 12 weeks for parents for the birth, adoption, or foster placement of a child.

We Sail Under Our Three Pirate Codes:

• People over Plunder - Screwing people over is a game for lily-livered landlubbers! We believe that doing what’s right is the tide that raises every ship, including ours.
• Play or Perish - A life without laughter isn’t worth living. Why should that be any different in business?
• Clarity, not Confusion - Confusion is tyranny. Clarity is freedom. We strive to make things easy to understand and tackle real needs for our customers.

Our Values Reflect Who We ARRrrr:

• Be Nice - Empathy, humanity, and humor go a long way
• Be Fair - Accessible to everyone, so no one’s left out
• Be Real - Be reliable and back up the pirate talk

Pirate Ship is committed to provide equal employment opportunity (EEO) and equal pay to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

Pirate Ship will provide reasonable accommodations for qualified individuals with disabilities as needed. Our team of DEIB (Diversity, Equity, Inclusion, and Belonging) consultants continually review and improve our company so it is a safe and supportive environment for everyone.

As our crew continues to grow rapidly, we want to do all we can to create an equitable and diverse environment where everyone can feel included. Incorporating DEIB practices into our crew's daily actions helps to establish a safe and supportive culture where everyone can thrive!

How we do this:

• We acknowledge the identities and experiences of communities and individuals living in the margins. Both our product and internal practices are focused on targeted at elevating the opportunities for these communities.
• Zero tolerance policy for discrimination.
• We don’t shy away from hard conversations. Building a better world takes constant feedback, conversations and hard work! We do engagement surveys twice a year to constantly iterate our policies and procedures.
• We’ve partnered with speciality staffing firms to focus on recruiting from diverse candidate pools.
• Quarterly donations are made to support under served and under resourced communities.
• We’ve worked with professional DEIB firms to audit our internal processes to build supportive environments, equitable hiring rubrics, and inclusive language wherever possible.
• We provide anti-racism focused resources and materials to all employees including purchasing books and workshops.
• Our leadership team has undergone DEIB centric workshops.
• We sponsor emerging entrepreneurs in our community so they can get quality business guidance to pursue their passions.
• No degree? No problem. We value experience of all kinds!
• We pay incredibly well and offer world-class health benefits so you can focus on being a balanced pirate!

We welcome feedback for making our company a lighthouse in the industry.