MX - Customer Experience Analyst

Customer Experience AnalystCompany Description:MX is on a mission to improve the financial lives of everyone. We believe each of us has a moral imperative to use our time and talents to change the world for the better. For this reason, we are creating innovative software and partnering with financial institutions and digital banking providers to bring financial freedom to the lives of individuals, families, and communities. MX is an award-winning financial management, online/mobile banking and innovative wealth management tool. We're looking for smart, creative individuals to come build with us!Job Purpose:The Customer Experience Analyst for the support team will fill a critical role for our department. This role will be responsible for ensuring that our customers are receiving world class support. The specialist will audit and measure the quality of our team's responses and engage team members to provide direct feedback. Specifically, we want to drive customer satisfaction and our customers to receive the highest quality and relevant responses and ensure our team members are following our processes and quickly resolving issues. The quality specialist will be responsible for developing quality policies and procedures. They will perform reviews of each team member's work on a regular basis. As they review the team's work product they will identify and document gaps in individual and team knowledge. They will drive continuous improvement by analyzing the quality data and reporting individual and team trends so they can be addressed. They will also identify any gaps in our training and documentation that need to be filled. The person who fills this role will need to bring their passion for exceeding our customer's expectations as well as demonstrate vision for the long term success of the team.What you'll get to do:- Review tickets and chats to provide meaningful and constructive feedback - Ensure data integrity and accuracy- Use data to identify the needs of individuals and the team and partner with management and training to ensure those needs are met- Drive growth with and help develop the potential of each team member- Increase technical knowledge individually and with the whole team- Develop great working relationships with each support team member- Provide detailed feedback to internal department leaders around potential improvements to our process and procedures- Report documentation needs and help build the documentation to meet the needs of the business- Drive the team forward by helping them exceed their goals and metrics- Outlines quality assurance procedures and policies- Maintain and update standard operating procedures (SOPs), Quality standard definition documentation, and all additional forms and documentation needed - Facilitate periodic calibration sessions with support management and all other areas of operations to ensure consistency in the evaluation process- Create strategies to improve support KPIs- Coordinate our quality recognition programs- Perform any additional duties as assignedYou'll do it using your:- 3+ years experience reviewing a support team's interactions with customers- Demonstrated technical troubleshooting experience- Experience in a SaaS or software based organization utilizing API's in a technical environment preferred - Bachelor's Degree or equivalent experience preferred- Excellent public speaking skills- Ability to understand, interpret, and manipulate data for reporting- Great technical writing, communication, and presentation skills - Demonstrated organizational and time management skills- Ability to think through and solve technical challenges- Willingness to always learn and improve, plus an independent way of workingYou'll fit in by:- Utilizing your analytical skills- Inspiring others to excel and make a difference in other's financial lives- Being highly organized- Employing your leadership skills- Thinking like a detective- Not being afraid to make mistakes and learn from them- Communicating with honesty, candor, and respect- Being a team player- Being resourceful- Speaking up- Participating in all aspects of MX- Using common senseYou'll love it because:- You will support products that are making a difference in the lives of others- You will collaborate with other brilliant minds- You will be rewarded and recognized for your high-caliber workVideos to Watch: Mission and Vision :People, Product, Purpose MX is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.MX is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability. (ref:hirist.tech)