Customer Experience Systems Operations Analyst

Customer Experiene SysOps Analyst

Every hotel and holiday park we serve relies on a support team that can answer quickly. Behind that team is a stack of systems someone has to keep sharp. This is that someone.

The opportunity
This is a new role. Our CX function is growing and its systems need a dedicated owner. Some reporting is repeatable; plenty else is still to be built. If you like roles where the answer hasn't already been decided for you, you'll probably enjoy this one.

Why you'll enjoy this role
Real ownership. You're the only person running these platforms, so how they work is largely your call.
Fix the cause. You'll trace bad data back to its source process, so the clean-up sticks.
Visible impact. Leaders will make decisions from your reports and dashboards.

What you'll take on

• Configure and run Zendesk, ChurnZero and GuideCX, and bring Zendesk configuration work in-house.
• Own monthly churn reporting end to end, from data pull to leadership pack.
• Investigate ad hoc questions, like a ticket spike, and report back on the likely cause.
• Clean dirty data that blocks playbooks and reporting, then fix the process that created it.
• Use AI and automation to cut manual work, checking every output against source data.

The team you'll join
You'll join our Customer Experience team and work with Customer Success, Support and Implementations.

What you'll bring
Equivalent tools are fine. You'll likely have:

• SaaS experience in CX operations, CS operations or systems administration.
• Configuration experience with a support platform (Zendesk, Intercom) and a customer success platform.
• Fluency in churn, net revenue retention and support metrics, and why they matter.
• Strong data skills: cleaning bulk data and building dashboards in Power BI or similar.
• Confident daily AI use, with the discipline to fact-check output and explain it.
• Comfort juggling several stakeholders, and working Australian business hours.

Direct ChurnZero, GuideCX or Zendesk experience would be useful, but it isn't essential. If you don't tick every box, apply anyway. A job description is a wish list, not a checklist.

How we work
We've designed different ways of working because not every role, team or location needs the same setup.
Across RMS, every role sits within one of our work modes. It's a flexible, multi-modal framework: trust-based, role-driven and outcomes-focused. Every mode includes meaningful flexibility and remote working, alongside clear expectations about how we stay connected as a global team.

For this role, you'll work within our Region-Based mode, remote-first from the Philippines, with coworking access and travel to customers when needed. Wherever we work from, connection matters. We're async-first: we use tools like Slack to stay close to our teams, share context, make decisions and collaborate across locations and time zones.

AI is also becoming part of how we work across RMS. We expect everyone to build a level of AI fluency relevant to their role, using the technology thoughtfully to improve how they work, solve problems and create better outcomes. What that looks like will vary by role, and it will continue to evolve as we do.

Life at RMS
RMS is a global hospitality technology company helping operators run better businesses and create better experiences for their guests.

We're ambitious about where the product and business are going, and the way we work continues to evolve alongside them.

A few things worth knowing:

• We value ownership. You'll have room to make decisions, and we expect people to take responsibility for moving things forward.
• Not everything comes with a playbook. We're continuing to improve our products, processes and ways of working. You'll sometimes need to create clarity rather than wait for it.
• We stay curious. Whether it's AI, new technology or simply a better way of solving an old problem, we want people who are willing to experiment, learn and share what works.
• We're global. You'll work with people, customers and partners across multiple regions, so thoughtful communication and collaboration matter.
• We care about outcomes. Ideas are valuable, but turning them into something that improves the experience for our customers, our teams or our business is what really counts.

And you can be yourself here. We're an equal opportunities employer, made up of people with different backgrounds, experiences, personalities and perspectives. That mix makes better ideas and better products for customers all over the world, and it means there isn't one type of person who fits at RMS.

Our values are simple: Committed to customer. Honest words, trusted actions. Push boundaries, stay curious. Own it, make it happen.

What's in it for you
Alongside meaningful ownership, flexible ways of working and the opportunity to contribute to a global SaaS business, everyone at RMS has access to benefits designed to support their development and wellbeing.

Our global benefits include:

• Learning platform with thousands of tailored learning pathways to support your own development plan.
• Employee Assistance Program: free, confidential support for you and your family, whenever you need it.
• Rise, our annual kick-off event that brings the whole of RMS together to connect, celebrate and set up the year ahead.
• Years of Service awards, social events and RMS swag, because the moments between the work matter too.