IntouchCX
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long‑term relationships with our brand partners and empowering our people to drive positive change.
About the Job As the CX Process Analyst, you will play a pivotal, hybrid role in supporting our Customer Experience team through a dynamic period of growth. This position is central to ensuring our frontline teams are supported by clear, consistent, and up‑to‑date documentation while also helping to manage our public customer engagement channels.
Approximately 70% of your time will be dedicated to process and workflow documentation, where you'll collaborate with CX leadership to build and maintain our internal knowledge base. The remaining 30% will be focused on providing crucial operational support to our Customer Engagement Advocates (CEA) team, helping us manage customer feedback from public‑facing platforms.
Responsibilities
Create & maintain documentation: develop, write, and update key operational documents, including agent‑facing SOPs, knowledge base articles, and detailed process maps.
Process optimization: partner with CX managers to identify inconsistencies or gaps in existing documentation and proactively suggest improvements for clarity and efficiency.
Knowledge base management: organize and maintain the structure of our knowledge base (Guru) to ensure content is easily discoverable and accurate for both our agents and AI tools.
CEA operational support: monitor and respond to customer feedback on public review sites (e.g., BBB) and social media platforms using pre‑approved, professional templates.
Feedback & insights logging: accurately log and categorize customer complaints and feedback from various channels into internal trackers, contributing to our Voice of the Customer program.
Cross‑functional collaboration: work closely with CX team leads and managers to validate processes and effectively communicate any updates or changes to documentation.
Qualifications
2+ years of experience in a role focused on technical writing, process documentation, or knowledge base management, preferably within a tech or startup environment.
Exceptional attention to detail and a passion for organization.
Excellent written communication skills, with a proven ability to distill complex processes into simple, clear, and actionable steps.
A proactive and adaptable mindset, with the ability to manage multiple tasks and shift priorities in a fast‑paced environment.
Hands‑on experience with CX platforms like Zendesk and Guru.
Previous experience in a customer‑facing or community support role.
Familiarity with basic project management principles.
Benefits
Industry‑leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation).
Amazing career growth opportunities.
Equal Employment Opportunity IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.
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About the Job As the CX Process Analyst, you will play a pivotal, hybrid role in supporting our Customer Experience team through a dynamic period of growth. This position is central to ensuring our frontline teams are supported by clear, consistent, and up‑to‑date documentation while also helping to manage our public customer engagement channels.
Approximately 70% of your time will be dedicated to process and workflow documentation, where you'll collaborate with CX leadership to build and maintain our internal knowledge base. The remaining 30% will be focused on providing crucial operational support to our Customer Engagement Advocates (CEA) team, helping us manage customer feedback from public‑facing platforms.
Responsibilities
Create & maintain documentation: develop, write, and update key operational documents, including agent‑facing SOPs, knowledge base articles, and detailed process maps.
Process optimization: partner with CX managers to identify inconsistencies or gaps in existing documentation and proactively suggest improvements for clarity and efficiency.
Knowledge base management: organize and maintain the structure of our knowledge base (Guru) to ensure content is easily discoverable and accurate for both our agents and AI tools.
CEA operational support: monitor and respond to customer feedback on public review sites (e.g., BBB) and social media platforms using pre‑approved, professional templates.
Feedback & insights logging: accurately log and categorize customer complaints and feedback from various channels into internal trackers, contributing to our Voice of the Customer program.
Cross‑functional collaboration: work closely with CX team leads and managers to validate processes and effectively communicate any updates or changes to documentation.
Qualifications
2+ years of experience in a role focused on technical writing, process documentation, or knowledge base management, preferably within a tech or startup environment.
Exceptional attention to detail and a passion for organization.
Excellent written communication skills, with a proven ability to distill complex processes into simple, clear, and actionable steps.
A proactive and adaptable mindset, with the ability to manage multiple tasks and shift priorities in a fast‑paced environment.
Hands‑on experience with CX platforms like Zendesk and Guru.
Previous experience in a customer‑facing or community support role.
Familiarity with basic project management principles.
Benefits
Industry‑leading medical, vision, and dental benefit plans paid by the employee + paid time off and sick time leave benefits (where applicable by legislation).
Amazing career growth opportunities.
Equal Employment Opportunity IntouchCX is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact the Recruiting department and/or the Human Resources department. IntouchCX also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.
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