[Hiring] CX Business Systems Analyst @EverCommerce

Role Description

EverPro is looking for a Customer Experience Systems Strategist to join our Systems Operations team. In this role, you will own the strategy, implementation, and optimization of the technology that powers our Customer Experience teams across the EverPro portfolio.

Your responsibilities will include:

• Owning CX technology implementations across EverPro businesses, from discovery and requirements gathering through configuration, testing, launch, adoption, and ongoing optimization.
• Leading implementations and expansion of Fin and other AI-powered Customer Experience solutions across our portfolio.
• Partnering with CX leaders and Ops partners to understand business objectives, pain points, workflows, and customer journeys and translating them into technology solutions.
• Helping teams develop the processes, knowledge, and content required to successfully deploy AI-powered customer service experiences.
• Owning or supporting implementation of Customer Support, Customer Success, knowledge management, conversation intelligence, telephony, and CRM platforms.
• Defining implementation requirements, system architecture, integrations, workflows, permissions, reporting, and governance standards.
• Leading data migration and system consolidation efforts when businesses transition from one CX platform to another.
• Managing multiple cross-functional initiatives simultaneously and maintaining clear project plans, dependencies, risks, decisions, and stakeholder communications.
• Staying current on emerging AI and Customer Experience technology and identifying opportunities to improve customer experiences while increasing operational efficiency.

Qualifications

• 5+ years of experience implementing, administering, or owning Customer Experience, Customer Support, Customer Success, or related SaaS platforms.
• Hands-on experience with Fin or a comparable AI-powered customer service platform strongly preferred.
• Experience leading technology implementations from requirements gathering and solution design through launch and adoption.
• Strong understanding of Customer Support and/or Customer Success operations, including case management, routing, automation, knowledge management, self-service, customer communications, and reporting.
• Experience designing or implementing workflows that combine AI, automation, and human-assisted customer service.
• Demonstrated ability to translate business requirements into scalable technology solutions.
• Excellent written and verbal communication skills, including the ability to communicate technical concepts to non-technical stakeholders.
• Comfortable operating in a fast-paced environment with multiple businesses, technology stacks, and competing priorities.
• Strong attention to detail combined with the ability to think strategically about the broader customer experience.

Requirements

• Experience implementing AI agents, chatbots, or generative AI within Customer Support or Customer Success organizations.
• Experience with Zendesk, Salesforce Service Cloud, Planhat, ChurnZero, or similar CX/CS platforms.
• Experience consolidating multiple Customer Support or Customer Success organizations onto a common technology stack.
• Experience working within a multi-brand, portfolio, or SaaS organization.
• Experience developing business cases and measuring ROI for CX technology and automation investments.

Benefits

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid.
• Robust wellness benefits, including an annual wellness stipend.
• 3 weeks of vacation to start, a paid volunteer day of your choosing, plus 2 floating holidays to celebrate anything of significance to you.
• Employee Stock Purchase Program.
• Registered Retirement Savings Plan (RRSP) with 4% company match.