[Hiring] Customer Success Quality Analyst @HubX

Role Description

We are looking for a talented “Customer Success Quality Analyst” to join our energetic and highly motivated team. As a talented “Customer Success Quality Analyst” you have plenty of opportunities at your fingertips. So, why should HubX be your next move?

We offer you an opportunity to make a huge impact in the lives of millions of users through our products, and even the mobile app industry at large in the next years to come.

X Culture: Do What You Love

At HubX, we pride ourselves on fostering an environment of collaboration, creativity, and innovation. Our #XCulture is more than just a workplace ethos; it's a lifestyle. We believe passion drives success. At HubX, Do What You Love isn’t just a motto; it's the foundation of our work.

• Owning an independent, objective Quality Assessment function for our Customer Success organization
• Conducting quality audits of CS communications, with a particular focus on e-mail interactions with customers
• Evaluating customer messages across multiple dimensions: overall quality, tone of voice, problem-solving approach, and impact on the end-to-end customer experience
• Designing and continuously improving a Quality Assessment framework that turns subjective assessments into objective, data-backed quality metrics
• Analyzing different operational flows within Customer Success and identifying areas for improvement
• Defining the right metrics and data points to track CS quality performance, and building the reporting that brings these to life
• Sharing insights and recommendations with the Customer Success and Product teams to drive continuous improvement
• Operating as an independent, unbiased voice to complement existing CS KPIs (SLAs and customer satisfaction) with a true quality lens

Qualifications

• 4+ years of experience in a Customer Success role
• Advanced level of English, both written and verbal
• Previous experience in a similar quality / audit / QA-focused role — strong plus
• Experience working within the technology vertical — preferred
• Experience working in B2C environments, with exposure to high-volume customer interactions and end-user behavior — strong plus
• Strong critical thinking and analytical mindset
• Solid experience in reporting and data analysis
• Ability to understand, map, and analyze different operational workflows
• A senior profile able to credibly evaluate and give feedback to a Customer Success team
• Self-starter mindset: structured, proactive, and effective in fast-moving environments

Benefits

• We provide meal support to make your workday easier.
• A brand new MacBook and a designed welcome kit, featuring Stanley and Herschel products along with customized items.
• We support your overall wellbeing with private medical insurance (TSS), HPV vaccination, and for our women teammates critical women’s health coverage, and annual Beije membership.
• We support annual gym membership because we want you to be in tip-top shape psychically and mentally.
• We support your continuous learning with education opportunities and weekly Cambly speaking sessions.
• Team events that create lasting memories, including our traditional All Hands gatherings where the whole company comes together, as well as more humble celebrations and happy hours.
• Our approach is built on open communication and teamwork, strengthened by our #XCulture and community-driven X clubs that bring people together around shared interests.
• Being part of HubX comes with perks, enjoy exclusive discounts and more as a valued member of our community.

The Recruiting Process

• Application Submission: Apply by submitting your CV, LinkedIn profile, or a brief introduction about yourself.
• Talent & Culture Interview: Engage in a conversation with our Talent & Culture team to discuss your background, aspirations, and how we align with each other’s goals.
• Case Study Assignment: Showcase your skills through a practical task related to the role.
• Technical Interview: Meet with your potential team lead for an in-depth review of your case study and technical expertise.
• Welcome Aboard!: If all goes well, we’re excited to extend an offer and welcome you to the team.