Customer Experience Specialist

Overview

Own The Cancellations Problem End-To-End

• Analyze cancellation trends across customers, riders, and merchants.
• Identify root causes using quantitative data and qualitative insights (VoC, support tickets, operational feedback).
• Segment cancellations by type, geography, vertical, time, and operational drivers.
• Quantify the business impact (revenue, customer churn, operational inefficiencies).

Build And Drive Cross-Functional Solutions

• Develop structured action plans in partnership with Product, Engineering, Operations, and Support.
• Translate insights into clear problem statements and solution hypotheses.
• Define success metrics and track impact post-implementation.
• Drive accountability and follow-through across stakeholders.

Use Data To Drive Decisions

• Leverage SQL, dashboards, and analytics tools to uncover patterns and trends.
• Design experiments (A/B tests, pilots) to validate hypotheses.
• Build reporting frameworks to monitor cancellation KPIs and early warning signals.

Improve Customer Journeys

• Map cancellation-related journeys to identify friction points.
• Propose structural improvements in policies, product flows, communication, or operational processes.
• Partner with VoC initiatives to close feedback loops.
• Contribute as a CX Generalist
• Support other strategic CX initiatives such as churn reduction, retention programs, service quality improvements, and journey redesign.
• Contribute to building scalable frameworks, SOPs, and playbooks for future problem-solving.
• Adapt as priorities evolve — this role is designed to grow with the business.

🧙‍♂️ The Magic You Bring

• 3–5 years of experience in Customer Experience, Strategy, Operations, Consulting, or similar analytical roles within tech, marketplaces, or fast-paced environments.
• Strong analytical skills — ability to structure ambiguous problems and break them down into actionable components.
• Hands-on experience working with data (SQL, Excel, BI tools).
• Demonstrated experience identifying root causes and driving cross-functional initiatives to resolution.
• Strong stakeholder management and communication skills.
• Comfort working in ambiguity and ownership-driven environments.
• A customer-first mindset with the ability to balance customer impact and business realities.
• A bias for action and strong follow-through.

✨ Bonus Points If You Have

• SQL proficiency
• Experience working in start up fast pace environment
• Experience in delivery, logistics, marketplace, or gig-economy environments.
• Exposure to churn analysis, retention strategy, or operational performance optimization.
• Experience running structured problem-solving frameworks (e.g., hypothesis-driven analysis, root cause analysis, experiment design).
• Familiarity with CX platforms (Zendesk, Salesforce, etc.) and customer journey analytics.

Inside Snoonu’s Universe

The Dream We’re Chasing

The Quest We’re On

👥 Be Customer Obsessed

👨‍💼 It's All About People

Perks & Worklife Magic At Snoonu

Builder’s Playground

Flexible Time Off

Agile Everything

Great Place to Work® Certified

Beyond the Code: Giving Back Matters

Diversity Isn’t Just a Buzzword

Let’s Build the Future Together