Client Experience Analyst

Customer Experience Analyst

Company: The Contractor Consultants

Employment Type: Fully Remote

📌Location: Philippines

💰Compensation: Hourly Rate: $10 - $12 usd

Working hours: 9:00 am - 5:00 pm EST

About TCC

At The Contractor Consultants (TCC), we empower businesses by delivering expert hiring solutions. We streamline the hiring process for construction companies by managing job postings, candidate vetting, interviews, and background checks. We offer flexible, flat-rate pricing without long-term contracts, allowing businesses to focus on growth while they handle the recruitment workload.

Watch our Career Video here to see what it is like to work for this incredible team yourself: https://home.thecontractorconsultants.com/join-the-team

About The Role

At TCC we live and die by client experience. When an account pauses, downgrades, or cancels, we don't guess why-we audit, investigate, and improve.

As our Customer Experience Analyst you will own the post-mortem: diving into HubSpot tickets, emails, calls, and SMS threads to grade both TCC and client communication, surface root-cause insights, and recommend next actions. Your objective analysis ensures we keep promises, rescue at-risk accounts, and sharpen our Client Success playbooks.

Key Responsibilities

Account Audit & Scoring

• Audit pause or cancellation requests within the defined service-level agreement (e.g., 48 hours).
• Grade communication quality (A / B / C) for both the internal team and the client; attach supporting evidence (annotated screenshots, notes) for each grade.
• Identify the primary reason for pausing or canceling-capacity constraints, fully staffed, or dissatisfaction (e.g., poor results, sub-optimal internal communication, or weak client communication)-and document the rationale.
  
  

Operational Insight

• Evaluate whether the account manager applied every available lever to meet client needs; record a Yes/No decision with concise commentary.
• Determine if escalation to senior recruiting leadership is warranted and provide a brief 'Why / Why Not' justification.
• Flag any money-back-guarantee conditions and potential refund risk.
  
  

Reporting & Presentation

• Produce a structured audit report for each case and present weekly 'Top Insights' to client-success leadership.
• Track audit KPIs (e.g., save rate, average communication grade, recurring root causes) and feed the data into monthly dashboards.
  
  

Process Improvement & Training

• Surface systemic breakdowns and collaborate with account managers to refine email/SMS templates, call guides, and follow-up cadences.
• Maintain and iterate the pause/cancel-audit playbook to stay aligned with evolving workflows.
  
  

Cross-Functional Collaboration

• Coordinate with billing/finance teams on subscription pauses or adjustments.
• Partner with marketing to uncover testimonial opportunities when audits highlight client wins.
  
  

Ideal Candidate Profile

• 3 + yrs in Client Success, QA, or Account Audit
• Experience navigating money-back guarantees / refund policies
• Experience with HubSpot Service Hub (tickets, playbooks, reporting)
• Analytical storyteller-able to turn data & screenshots into plain-English insights
• High attention to detail & impartial judgment
• Excellent written & verbal communication
  
  

Compensation & Benefits

• Base Salary: Competitive salary based on experience
• Remote work flexibility: Enjoy the flexibility of working from anywhere while collaborating with a dynamic, global team.
• Ongoing Career Growth: Join a fast-growing company with endless opportunities for advancement as we continue to expand.
• Make a Real Impact: Every year, we help hundreds of people find jobs in construction, bridging the labor gap and strengthening the industry.
• Be Part of Something Bigger: At TCC, we're not just filling positions-we're building careers, businesses, and stronger communities.