Customer Experience (CX) Analyst 

Boingo connects the world to the people and things they love. Our vast footprint of Wi-Fi and cellular networks keeps people connected at more than a million locations worldwide – including airports, military bases, stadiums, campuses, and more.

We want every experience people have with Boingo to be amazing. The Customer Experience (CX) Analyst uses qualitative and quantitative data to ensure our customers – particularly those on the 60+ military bases we serve – are delighted with their high-speed Wi-Fi service. You’ll use your analysis skills to make recommendations and put those recommendations into practice. Your insights will get translated into Knowledge Base articles for customers, and training for agents. You’ll help improve processes, find (and fix) problems, and in general, be the voice of the customer at every touchpoint. This is a remote position.

You’ll need curiosity, problem solving and data analysis expertise, great communications skills, and a heart for customers.

 Responsibilities 

• Analyze CX data to create clear and compelling reports that drive action
• Identify, improve and monitor processes related to Customer Care Operations
• Create, publish, and monitor articles in Salesforce including new product and venue launches, “how to” guides, FAQs and ongoing promotions
• Create and deliver training materials for Customer Care agents 
• Deliver and manage customer surveys (NPS) and Customer Satisfaction (CSAT) surveys
• Respond to or create response templates for customer reviews and messages on social media, app stores, and review sites such as Yelp 
• Create templates for customer-facing communication such as SMS, emails, or call scripts 
• Resolve Customer Experience tickets to support Marketing, Account Management and Customer Care teams 

Requirements 

• Excellent verbal and written communications including strong technical writing skills for both internal and external audiences 
• Exceptional ability to think through problems systematically and identify and evaluate alternative solutions 
• Excellent data analysis skills. Comfort with data tools (Looker, Salesforce, etc) to write and run custom reports. Great Excel skills.
• Strong empathy for customers 
• Track record of executing with high attention to detail in a fast-paced environment 
• Experience leading through influence, and developing collaboration with team members 
• Experience with Customer Satisfaction KPI's 
• Excellent MS Office skills, including Excel and PowerPoint 
• Organized & self-motivated 

Nice to Have

• Familiarity with basic network connectivity and gaming 
• Salesforce experience, particularly in Service Cloud
• Experience designing effective customer surveys 
• Familiarity with JIRA 

Successful applicant must comply with the federal contractor Covid-19 Workplace Safety mandate requirements.  

Meet Boingo

Boingo Wireless, Inc. (NASDAQ: WIFI) helps the world stay connected. Our vast footprint of Wi-Fi and cellular networks covers more than a million locations and reaches over a billion consumers annually – in places as varied as airports, stadiums, universities, and military bases. The Boingo platform drives revenue through various products, including Wi-Fi, DAS (cellular), Media, Wholesale, and more.

We’re an enthusiastic team, dedicated to growing our business by building awesome products that help our customers stay connected to the people and places they love. We work together to solve challenging problems and accomplish incredible things every day.  At Boingo we also take pride in having fun -  with an annual pool tournament, Halloween costume contest, summer picnic, bowling nights, and more. There’s also a kitchen stocked with yummy snacks and drinks, and an incredible benefits package including, health, dental, vision, 401(k) match, unlimited vacation, 12 weeks paid parental leave, and more!  Our award-winning WWHQ in Westwood, CA, has 360-degree views of LA, from Catalina to the Hollywood Sign. It’s no wonder we’ve been named among the Best Places to Work in LA six years in a row!  We're not working live at HQ now, but we still work to bring the culture, and value each other as colleagues. 

Boingo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, disability or veteran status.

COVID-19 update: Yes, Boingo is hiring! Through our vast footprint of wireless networks, Boingo helps the world stay connected to the people and things they love. Our mission is as important now, as ever.  Your health and safety, and that of our employees is also important.  We conduct video interviews, and follow public health recommendations of the CDC and local authorities.  

#LI-REMOTE