Job description for Customer Experience Analyst Lead at Algonova
Senior Customer Operations
Join Algonova and Help Build Smarter Customer Operations with AI 🚀
We are a fast-moving and impact-driven education company focused on helping students grow through technology, operational excellence, and continuous innovation.
We're looking for a proactive, data-driven, and customer-focused Customer Operations Analyst Lead to improve customer operations, optimize team performance, and enhance the customer experience. You'll also have the opportunity to leverage AI and automation to streamline workflows, improve operational efficiency, and support continuous improvement initiatives.
This role is ideal for someone who enjoys solving operational challenges, analyzing customer and performance metrics, coaching teams, and finding smarter ways to deliver an excellent customer experience.
Benefits
💰 Salary: Up to IDR 15,000,000 / Month
🌍 Fully Remote
📈 High ownership & fast-growth environment
🤖 Opportunity to work with AI-powered tools and automation initiatives
What You'll Do
* Monitor and optimize daily customer operations to ensure excellent service quality.
* Analyze operational metrics such as SLA, response time, resolution time, CSAT, and customer retention.
* Review customer conversations, identify trends, and recommend improvements to service quality.
* Coach and support Customer Operations team members through regular feedback and performance discussions.
* Improve SOPs, workflows, templates, reporting, and operational documentation.
* Collaborate with cross-functional teams to improve customer experience and operational efficiency.
* Identify repetitive processes and contribute ideas for AI and automation improvements.
* Support the implementation of AI tools and workflow automation across customer operations.
Requirements
Must-Have
* Minimum 2 years of experience in Customer Support, Customer Success, Customer Operations, or similar customer-facing operational roles.
* Minimum 6 months of experience leading projects, mentoring teammates, or coordinating operational initiatives.
* Strong understanding of customer service operations, including SLA, response time, escalation management, service quality, and customer retention.
* Experience reviewing customer conversations and providing constructive feedback or coaching.
* Hands-on experience using CRM or customer support platforms.
* Strong analytical skills with the ability to interpret operational data, identify trends, and recommend improvements.
* Comfortable working with operational reports and performance metrics.
* English proficiency of at least B1.
Nice-to-Have
* Experience using AI tools (e.g., ChatGPT, Claude, or Gemini) to improve productivity or customer operations.
* Familiarity with automation platforms such as **Make, Zapier, or n8n**.
* Experience using CRM platforms such as **HubSpot, Zendesk, Intercom, Freshdesk, or Salesforce**.
* Exposure to chatbot implementation, workflow automation, or AI-powered customer support.
* Experience with Google Sheets or Looker Studio for reporting and operational analysis is a plus.
Core Traits We Value
* Ownership & Accountability
* Problem Solving & Decision Making
* Customer-Centric Mindset
* Data-Driven Thinking
* Communication & Collaboration
* Adaptability & Continuous Learning
* Curiosity about AI and Process Improvement
If you're excited about improving customer operations, leveraging AI to work smarter, and creating better customer experiences, we'd love to hear from you.
