Customer Experience Operations Analyst II ( Power BI / Microsoft Fabric)

Model N

We are seeking a Customer Experience Operations Analyst to help translate complex support activity into clear, actionable insight. This role sits at the center of a highly technical, engineer-led support organization and is responsible for making support work visible, understandable, and useful to decision makers across Support, Product, and Customer Success. Unlike traditional support analytics roles focused on volume and efficiency, this role emphasizes signal over noise—identifying patterns in nuanced issues, shaping meaningful metrics, and ensuring support data reflects real product and customer challenges. The ideal candidate is comfortable working with incomplete or imperfect data, enjoys bringing structure to ambiguity, and can connect operational data to broader business impact. This role reports to the Manager of Support Operations and will partner closely with Support leadership, Product, Engineering, and Customer Success.

Job Responsibilities

Metrics & Reporting

Define, refine, and operationalize a set of support metrics that reflect both operational health and customer impact (not just volume and SLA)
Build and maintain dashboards across the Microsoft Fabric ecosystem to provide visibility into:
Support demand and trends
Backlog health and case lifecycle
Escalations and recurring issue patterns
Evaluate the effectiveness of AI-enabled support capabilities, identifying where outputs are inaccurate, misleading, or fail to support complex support scenarios.

Insights & Analysis

Analyze support data to identify systemic product issues, friction points, and emerging risks
Translate complex support activity into clear narratives and recommendations for Product and Engineering
Partner with Customer Success (Gainsight) to ensure support data contributes meaningfully to:
Health scores
CSAT analysis
Customer risk identification

Data Quality & Structure

Partner with Support Ops and System Admin to improve:
Case taxonomy
Categorization accuracy
Data completeness and usability
Identify gaps in data capture and propose pragmatic improvements

Cross-Functional Enablement

Act as a key partner to Support, Product, and CS teams in understanding support trends
Support regular business reviews (weekly/monthly) with clear, insight-driven reporting
Help establish feedback loops between support insights and product improvements

AI & Emerging Capabilities

Evaluate outputs from AI-enabled tools (e.g., Forethought, Agentforce) to:
Assess accuracy and usefulness
Identify opportunities to improve knowledge capture and insights
Partner with Ops and Systems to ensure AI-generated data is measurable and trustworthy

Job Qualification

5–7 years of experience in Support Operations, Business Analytics, or similar roles in a B2B environment
Strong experience with BI tools within the Microsoft Fabric ecosystem (Power BI, etc.)
Experience working with Salesforce Service Cloud data models
Demonstrated ability to work with ambiguous or incomplete datasets
Experience partnering with Product, Engineering, or Customer Success teams
Familiarity with Gainsight or similar CS platforms preferred
Exposure to AI-enabled support tools (e.g., Forethought, Agentforce) is a strong plus
Strong analytical and storytelling skills—ability to turn data into decisions

What Success Looks Like

Clear, trusted visibility into support trends and performance
Support data is actively used to inform product and customer decisions
Improved alignment between Support, Product, and Customer Success
Meaningful metrics that reflect real customer experience, not just operational proxies
High confidence in data quality and reporting consistency
Clear Metrics for measuring AI effectiveness, and drive for improving those outcomes.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.