Cx Operations Analyst

At Braze, we have found our people.

We're a genuinely approachable, exceptionally kind, and intensely passionate crew.We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization.To flourish here, you must be prepared to set a high bar for yourself and those around you.

There is always a way to contribute : Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success.Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back.

If Braze sounds like a place where you can thrive, we can't wait to meet you.As a CX Operations Analyst, you will play a vital role in enhancing the operational efficiency of the CX Operations team at Braze.

Reporting to CX Operations leadership, you will be responsible for providing essential support in day-to-day operations, ensuring the accuracy of customer data, and facilitating the design of equitable Customer Success territories.

Your analytical skills will be crucial in identifying process improvement opportunities and maintaining documentation that supports scalable operations.

The ideal candidate is detail-oriented, possesses strong communication skills, and is passionate about leveraging data and technology to drive customer engagement and retention.What You'll DoInternal Operational Support : Provide timely and effective day-to-day operational support required to drive value to both internal and external customers of CX Operations.Support Territory Carving & Capacity Planning Motions : Collaborate with other CX Ops team members, Customer Success leadership, and regional management to design equitable Customer Success territories and account assignments that align with Sales territories, promoting continuity and maximizing renewal outcomes.Process Adherence and Improvement : Identify and implement opportunities for process improvements, automation and efficiency within existing CX & renewals processes.Maintain CX Data Hygiene : Ensure accuracy and completeness of CRM Account data & Customer Success Platform (CSP) data.Documentation Creation : Create and maintain accurate documentation of processes & procedures so they are scalable and repeatable.

Maintain accurate records as needed for auditable processes.Training & Education : Assist in training & coordinating enablement of internal CX & Operations teams on a multitude of business critical processes.Who You AreAttention to Detail : High level of accuracy in managing platform configurations and customer data.

With a vigilance in ensuring compliance with customer contracts and internal policies.Communication : Excellent verbal and written communication skills.

Ability to explain technical concepts to non-technical stakeholders clearly and concisely.Collaboration : Ability to work effectively within a team and across departments across different initiatives and incentives.Time Management : Ability to manage multiple tasks and prioritize effectively.Operational Efficiency : Strong organizational skills to handle various requests and platform configurations against competing urgencies and timeframes.Adaptability : Flexibility to adapt to changing customer requirements and platform updates with the ability to learn new tools and technologies quickly.Ethical Standards : Commitment to maintaining high ethical standards in managing customer data and platform access.

Ensuring compliance with company policies and industry regulations.Problem Solving : Strong analytical skills to identify and resolve issues efficiently.

Ability to think critically and provide innovative solutions to improve processes.Data Management : Ability to maintain accurate records and documentation of customer instances and feature access while understanding data privacy and security best practicesQualifications2+ years of experience in a customer operations or support role, preferably within the SaaS or MarTech industryStrong understanding of customer engagement platforms and their functionalitiesExcellent problem-solving skills and attention to detailStrong communication skills, both written and verbalAbility to work independently and as part of a teamProficiency in using CRM (specifically ) and customer support toolsProficient in Google Sheets and / or Microsoft ExcelFamiliarity with the Braze platform is a plusFluency in English requiredWhat We OfferBraze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here .

More details on benefits plans will be provided if you receive an offer of employment.BenefitsFrom offering comprehensive benefits to fostering hybrid ways of working, we've got you covered so you can prioritize work-life harmony.

Braze offers benefits such as : Competitive compensation that may include equityRetirement and Employee Stock Purchase PlansFlexible paid time offComprehensive benefit plans covering medical, dental, vision, life, and disabilityFamily services that include fertility benefits and equal paid parental leaveProfessional development supported by formal career pathing, learning platforms, and a yearly learning stipendA curated in-office employee experience, designed to foster community, team connections, and innovationOpportunities to give back to your community, including an annual company-wide Volunteer Week and donation matchingEmployee Resource Groups that provide supportive communities within BrazeCollaborative, transparent, and fun culture recognized as a Great Place to WorkAbout BrazeBraze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.

Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform.

From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.Braze is proudly certified as a Great Place to Work in the U.S., the UK, Australia, and Singapore.

In 2025, we were recognized as one of Built In's Best Places to Work.

In 2024, we were included in U.S. News & World Report's Best Companies to Work For (Top 10%) and recognized in Great Place to Work's Fortune Best Medium Workplaces, Fortune Best Workplaces in Technology, Fortune Best Workplaces for Parents, and Fortune Best Workplaces for Women.Additionally, we were featured in Great Place to Work UK's Best Workplaces, Best Workplaces in Europe, Best Workplaces for Development, Best Workplaces for Wellbeing, Best Workplaces for Women, and Best Workplaces in Technology.You'll find many of us at headquarters in New York City or around the world in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, Singapore, São Paulo, Seoul, Sydney and Tokyo – not to mention our employees in nearly 50 remote locations.BRAZE IS AN EQUAL OPPORTUNITY EMPLOYERAt Braze, we strive to create equitable growth and opportunities inside and outside the organization.Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices.

We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran.

When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you .

We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria.

If this sounds familiar, we encourage you to apply, as we'd love to meet you.Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.