CX Operations Associate

About Zoca Zoca is a fast-growing local business marketing platform that helps salons, spas, and wellness businesses attract, convert, and retain more clients through AI-powered tools. Backed by real-time data and automation, we simplify growth for beauty professionals. Responsibilities Payment Monitoring: Actively track and flag paid accounts with missed payments, identifying churn-risk users early. Create cadences for follow-ups and preventive actions to reduce churn. Funnel & Account Behavior Analysis: Analyze behavior patterns of users who are at risk of churn , reduced activity, support interactions — and surface insights for account managers. Operationalize Follow-ups: Build lightweight, automated trackers in Google Sheets/Excel that require minimal input but drive high visibility and accountability across the CX and AM teams. Ticketing System Management: Use Linear to manage customer tickets, tag and prioritize issues, assign responsibilities, and maintain visibility on client-side blockers. Client Problem Solving: Work closely with Account Managers to resolve client escalations, track SLA compliance, and unblock issues that impact renewals or satisfaction. Automation & Process Ownership: Identify repetitive manual tasks and automate them using Google Sheets functions, conditional logic, or third-party tools. Design SOPs for recurring workflows. Weekly CX Ops Reporting: Maintain and update weekly CX dashboards (missed payments, account health, resolution metrics) and share key insights with leadership. Requirements Strong skills in Google Sheets / Excel (vlookups, conditional formatting, filters, dashboards). Working knowledge of SQL for querying client/product/ticket-related data. Experience or familiarity with ticketing tools – ideally Linear (or equivalent tools like Zendesk, Intercom, Jira). Analytical mindset with a proactive problem-solving attitude.Excellent organizational and communication skills – especially when working across teams. High attention to detail and ownership over internal tooling/processes. Nice to Have Prior experience in churn analysis, NPS follow-ups, or CX playbook implementation. Knowledge of basic automation tools (Zapier, Make, etc.). Experience working with SaaS or B2B accounts and handling post-sales operations. Exposure to CRM tools and customer lifecycle tracking. Why Join Zoca? Build something meaningful: Help shape a platform that’s transforming how local service businesses grow online. Own the narrative: You won’t just execute — you’ll help define the brand, category, and customer journey from the ground up. Join early, grow fast: Be part of a high-impact core team in a fast-moving, early-stage startup. Collaborate closely: Work side by side with product, growth, and leadership in our Bangalore office. Led by vision: Founded by Ashish Verma — a growth-focused SaaS entrepreneur with a strong track record in building marketing-led products for small businesses. Skills: ticketing tools,crm tools,organizational skills,sql,attention to detail,excel,ms excel,problem-solving,communication,analytical mindset,data analysis,google sheets,task automation tools,communication skills Show more Show less