CX Operations Analyst

Sierra Interactive is a leading real estate technology platform serving thousands of real estate agents, teams and brokers across the US and Canada. Our software enables our customers to generate more leads, win more deals, and do so more efficiently. We are profitable and high growth, having more than doubled our customer base over the past two years. Sierra has over 60 employees based in locations across the United States – we are a fully remote company. We have ambitious growth plans over the next 5 years.

The CX Operations Analyst supports the execution and continuous improvement of Sierra’s Customer Experience systems and workflows.

This role combines hands-on ownership of HubSpot Service Hub with broader CX operational support. You will execute scoped system work, partner on roadmap initiatives, and identify workflow improvements within defined operational guardrails.

You will work closely with Support, Onboarding, Subscription Management, Marketing, RevOps, and BI to ensure our systems are clean, scalable, and aligned to performance metrics.

This is a structured, execution-driven role with room for thoughtful process improvement within clearly defined lanes.

• Configure and maintain HubSpot Service Hub (pipelines, SLAs, routing, inboxes, permissions)
• Build and refine workflows and automation based on approved business requirements
• Support Help Desk optimization and knowledge base improvements
• Maintain data hygiene standards across Service objects and properties
• Audit and consolidate legacy workflows where appropriate

• Support CX roadmap initiatives and cross-functional projects
• Maintain operational documentation and playbooks
• Assist in streamlining onboarding, support, and retention workflows
• Contribute to churn and cancellation process optimization
• Help coordinate operational improvements across CX teams

• Maintain CX dashboards (volume, SLA adherence, resolution time, churn themes)
• Partner with BI to validate reporting logic and ensure data consistency
• Support churn and retention reporting through structured system inputs
• Assist in root cause analysis when operational gaps are identified

• Support system alignment across Support, Success, Digital Marketing, Finance, and RevOps
• Respond to day-to-day system requests through defined intake processes
• Maintain clear documentation and SOP updates for system changes
• Assist with enablement when workflows evolve

• Develop strong understanding of Sierra’s customer lifecycle and CX workflows
• Audit and simplify existing Service Hub automations
• Improve consistency in ticket categorization and routing
• Support at least one cross-functional CX initiative from scoping to execution
• Increase reporting clarity and data accuracy for CX metrics
• Partner in the implementation, configuration, and adoption of Help Desk and Knowledge Base capabilities within HubSpot Service Hub.

• 2–4 years of experience in CX Operations, Support Operations, or CRM administration
• Hands-on HubSpot experience required (Service Hub preferred)
• Experience building workflows and automation
• Basic dashboard and reporting experience
• Experience working in a support ticketing or case management environment, with familiarity in ticket routing, SLAs, and escalation workflows
• Strong organizational and structured problem-solving skills
• Clear written and verbal communication
• Ability to operate independently within defined priorities

• HubSpot Service Hub certification
• Experience with Help Desk setup or refinement
• Familiarity with SaaS metrics (churn, MRR, SLAs, retention)
• Exposure to AI-enabled support tools
• Familiarity with Domo or similar BI tools
• SaaS experience

• 100% remote work
• Comprehensive benefits package including paid health/vision/dental insurance
• Retirement plan with employer matching
• Paid holidays and paid time off
• Paid parental leave
• A respectful and open work environment
• Base salary of $65,000- $75,000