Senior Customer Experience Analyst (AI)

Location: Manila, Philippines; hybrid work

Company

hirify.global provides an AI-powered experience orchestration platform connecting people, systems, data, and AI for more than 8,000 organizations worldwide.

What you will do

• Review, prioritize, categorize, and triage daily customer feedback across surveys and other Voice of the Customer channels.
• Conduct empathetic customer follow-up, track actions and outcomes, and escalate unresolved or high-impact issues.
• Investigate customer concerns using account details, product usage, interaction history, and input from internal teams.
• Identify recurring themes, systemic issues, and emerging trends while maintaining accurate documentation and taxonomies.
• Contribute to VoC reporting, calibration activities, closed-loop outcome measurement, and continuous workflow improvement.
• Use AI to support categorization, communication, automation, and analysis while maintaining human oversight.

Requirements

• Bachelor’s degree or equivalent professional experience.
• At least 5 years of experience in customer experience, Voice of the Customer, customer service, customer success, quality assurance, case management, or a related field.
• Excellent written and verbal English communication skills required.
• Strong customer empathy, judgment, pattern recognition, attention to detail, documentation, and follow-through.
• Experience navigating CRMs, case management tools, and Voice of the Customer platforms.
• Ability to manage multiple priorities independently and determine when issues require escalation.

Nice to have

• Experience with customer survey or VoC programs, escalations, complaints, or disputes.
• Ability to review Tableau or similar dashboards for data trends.
• Experience in a global B2B SaaS company.
• Experience using AI tools for customer communications, categorization, or workflow automation.

Culture & Benefits

• Flexible-first ways of working within a global organization.
• Mentorship, learning programs, leadership development, and education support.
• Paid volunteer time, August Free Fridays, well-being resources, and regionally tailored employee and family programs.
• Opportunity to support AI-powered technology used at enterprise scale.

Hiring process

• Application review by Talent Acquisition and the hiring team.
• Zoom interview followed by meetings with the hiring manager and interview team.
• Usually no more than five interviews before final steps.