Customer Experience Operations Analyst

About Crunchyroll

WE HELP EVERYONE BELONG. IT’S OUR PURPOSE.

Founded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games, merchandise, events and more, it’s powered by the anime content we all love.

Join our team, and help us shape the future of anime!

About the role

As a Customer Experience Operations Analyst, you will help refine and improve our customer support operations. You understand customer support ticketing systems and how to audit and standardize the infrastructure and automate workflows. You will collaborate with several teams to pull ad hoc reports, create dashboards, investigate ticket flow issues, and provide insights to enhance customer experience.

• Analyze ticket flow, identify the cause of pain points, and implement solutions to improve ticket handling processes.
• Create new dashboards or visualizations for the Customer Experience team to track important metrics and trends globally, including ticket volume and agent productivity.
• Interpret and present data to Customer Experience teams and multiple departmental leaders.
• Develop and implement triggers and automations within the customer support infrastructure to refine processes, route tickets, and populate accurate data fields.
• Standardize tagging and collection methodology across multiple channels and lines of business.

In the role of Customer Experience Operations Analyst, you will report to the Senior Manager, Analytics and Customer Experience Incident Response.

We are considering applicants for the locations of Culver City or Dallas.

About You

We get excited about candidates, like you, because...

• 5 years experience with analytics and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Experience identifying patterns and trends in data to provide insights.
• Experience creating reports, dashboards, and visualizations using tools like Zendesk Explore, Tableau, or Power BI.
• Experience presenting insights to leadership teams.
• Experience with SQL or other data querying languages.
• Experience optimizing processes and improving customer experience.
• Experience working with global customer experience teams.
• Bachelor's degree in Data Analysis, Information Systems, or a related field

About the Team

This Customer Experience Analytics team will be a brand new team within the greater Customer Experience ecosystem; one designed to focus specifically on ensuring both the customers and our agents have a streamlined and accurate experience. This team will provide data-driven insights that support Customer Experience leaders in making informed decisions. Communication and interdepartmental collaboration will be important as we identify and convey pain points within the company to guide improvements.

Why you will love working at Crunchyroll

In addition to getting to work with fun, passionate and inspired colleagues, you will also enjoy the following benefits and perks:

• Receive a great compensation package including salary plus performance bonus earning potential, paid annually.
• Flexible time off policies allowing you to take the time you need to be your whole self.
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Saving Account HSA program
• Health care and dependent care FSA
• 401(k) plan, with employer match
• Employer paid commuter benefit
• Support program for new parents
• Pet insurance and some of our offices are pet friendly!

#LifeAtCrunchyroll #LI-Hybrid 

The Pay Range for this position is listed. Actual pay will vary based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Crunchyroll’s Total Rewards offerings for employees. Other rewards may include performance bonuses, employer matched retirement savings, time-off programs, and progressive health benefits and perks.Pay Transparency - Culver City, CA$71,060—$88,825 USD

About our Values

We want to be everything for someone rather than something for everyone and we do this by living and modeling our values in all that we do. We value

• Courage. We believe that when we overcome fear, we enable our best selves.

• Curiosity. We are curious, which is the gateway to empathy, inclusion, and understanding.

• Service. We serve our community with humility, enabling joy and belonging for othe