Customer Experience Operations Specialist

About Osano:

Osano is an innovative B-Corporation built around a simple belief: privacy is a fundamental right. Since day one, we’ve been focused on giving modern enterprises the ability to innovate quickly, stay competitive, and earn customer trust by respecting data privacy and complying with consent guidelines. Our products help organizations operate confidently in a rapidly evolving regulatory and technological landscape.

About the Role

Job Description 

As a Customer Experience Operations Specialist, you'll help improve and scale Osano's self-service customer experience by understanding how customers engage with our product, identifying patterns and areas of friction, and helping turn those insights into solutions that improve adoption and customer success.

This role is ideal for someone who is naturally curious, analytical, and comfortable with technology. You’ll look at customer behavior and data, ask questions about what’s working and what isn’t, and help form hypotheses about how we can improve the customer journey at scale. You’ll also support customers through basic troubleshooting and use customer experience and analytics tools to better understand how customers interact with Osano.

The Role 

• Support self-service customers throughout onboarding by answering common product questions, providing guidance, and helping troubleshoot basic technical issues.
• Track common customer questions, onboarding challenges, and recurring issues to help identify patterns and opportunities to improve the customer experience.
• Monitor self-service and PLG metrics such as signups, activation, implementation progress, product usage, go-live, and retention.
• Assist with analyzing customer and product data to understand where customers get stuck, what behaviors lead to success, and where additional support may be needed.
• Help build and test scalable customer programs, including automated outreach, in-product guidance, customer education, and other adoption initiatives.
• Use tools such as Userpilot, Pendo, Heap, or similar platforms to learn how customers interact with the product and support reporting on customer behavior.
• Maintain and improve self-service resources, customer communications, internal documentation, and process guides.
• Identify customer trends, potential churn risks, and upgrade opportunities and share findings with Customer Experience, Product, and other internal teams.
• Partner across Customer Success, Support, Implementation, and Product on projects that improve onboarding, adoption, and the overall self-service customer journey.
• Support additional Customer Experience operations and reporting projects as the self-service program grows.