Customer Engagement Analyst (100% Remote)

Since our founding in 2011, our mission has been to improve the lives of seniors and their caregivers. We are deeply passionate about communication and committed to becoming the foremost provider of services and solutions that enable seniors to lead more meaningful and independent lives. We also understand the power of connection and the profound impact it has on the lives of individuals who are hard-of-hearing. By utilizing enhanced automatic speech recognition, human captioning, and innovative product development, we deliver easy-to-use, cutting-edge technology to our primarily senior customer base. Our near real-time phone captioning technology allows individuals with hearing loss to see what callers are saying, enabling them to regain their connection to the world.

ClearCaptions is a Federal Communications Commission (FCC)-certified telephone captioning provider, adhering to the highest industry standards of privacy, security, and professionalism. We recognize the importance of maintaining the trust and confidence of our customers, and we continually strive to exceed their expectations.
For more information about our services please visit clearcaptions.com.

The kind of people we look for:

• Versatile people who thrive on variety and challenge
• Excited about working in a fast-paced environment.
• Innate problem solvers who want to grow in a flexible, collaborative culture.
• Takes initiative, pushes boundaries, motivated to innovate.
• Individuals with a growth mindset who want to use their learning and relationship-building skills.
• Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.

Position Summary: The Customer Engagement Analyst is responsible for designing, launching, and optimizing proactive customer engagement initiatives across the customer lifecycle. This role focuses on improving customer adoption, increasing utilization, removing barriers to engagement, and reducing churn risk through structured outbound campaigns and data-driven insights. By identifying customers exhibiting early indicators of disengagement or underutilization, the Customer Engagement Analyst partners cross-functionally to develop targeted outreach strategies that strengthen customer value realization and long-term retention. e role will lead initiatives through influence, partnering with BI and other key sources of insights to identify opportunities and guiding Tier 1 and Tier 2 support teams in campaign execution while continuously analyzing and refining performance to drive measurable business impact.

This is a Remote/Work from Home position reporting to the Director of Customer Service

What you will do:

• Analyze customer lifecycle data, utilization patterns, and behavioral trends to identify engagement gaps and churn risk indicators.
• Proactively define customer segments requiring intervention to improve adoption, engagement, or sustained utilization.
• Partner with BI, Business Operations, Product Management, Marketing, and CEX leadership to prioritize lifecycle engagement opportunities.
• Establish clear campaign objectives, success metrics, and measurable business outcomes tied to utilization lift and retention improvement.
• Design structured engagement campaigns leveraging Tier 1 and Tier 2 support teams, including:
• Customer targeting logic, outreach workflows, messaging frameworks and talking points
• Data capture and feedback requirements and defined KPIs and reporting structure
• Identify required skillsets and training needs in partnership with frontline leadership.
• Develop A/B testing strategies to optimize messaging, outreach cadence, and intervention effectiveness.
• Ensure reporting dashboards and tracking mechanisms are in place prior to campaign launch as well as conduct post-campaign analysis to measure ROI and overall lifecycle impact.
• Monitor campaign performance in real time, analyzing engagement rates, utilization improvements, churn risk reduction, and customer feedback.
• Identify trends and insights during campaign execution and recommend and implement adjustments to refine targeting, messaging, and workflow effectiveness.
• Surface systemic insights uncovered during outreach (product friction, process gaps, training needs) to appropriate cross-functional partners.
• Develop executive-ready reporting summarizing outcomes, insights, and strategic recommendations.
• Translate data findings into actionable guidance for CEX leadership and cross-functional stakeholders.
• Establish repeatable reporting frameworks to scale engagement initiatives over time.
• Serve as a liaison between CEX, BI, Business Operations, Marketing, Product, and other stakeholders.
• Lead initiatives through influence in a matrixed environment.
• Ensure insights gained from customer engagement campaigns inform broader strategic and operational improvements.
• Support the development of a scalable, repeatable customer engagement framework within CEX.
• Additional duties as assigned

Qualifications:

• Bachelors degree in business, statistics, data science, marketing or related fields. Equivalent combinations of education and relevant experience will be considered.
• Minimum 3+ years of experience in contact center operations, customer experience, retention, or related environments.
• 3+ years of experience in business analysis, business intelligence, data analytics, or operational analysis.
• Demonstrated experience designing and leading customer engagement, retention, or outreach campaigns.
• Strong analytical capabilities with experience interpreting large datasets and identifying actionable insights.
• Experience conducting A/B testing and performance optimization initiatives.
• Proven ability to lead cross-functional initiatives without direct authority.
• Experience developing executive-level reporting and presentations.
• Experience in subscription-based, service-based, and utilization-driven business models preferred
• Experience working with BI tools (SQL, Tableau, Power BI, or similar) preferred
• Familiarity with customer lifecycle management, churn modeling, or predictive analytics preferred
• Exposure to Lean Six Sigma or structured continuous improvement methodologies preferred
• Respectful and outstanding leadership skills that motivate colleagues to focus their energy on achieving business goals.
• Ability to plan and manage at both strategic and tactical operational levels. Works to achieve goals while overcoming obstacles and/or planning for contingencies.
• Strong analytical, planning and budgeting skills. Ability to influence others.
• Excellent verbal and written communication skills, presentation, and problem-solving skills.
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
• Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
• Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
• Willingness and ability to work flexible hours as needed.
• Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams and Slack)

Physical Demands:
Employees may experience the following physical demands for extended periods of time:

• Sitting, standing and walking (95-100%)
• Keyboarding (70-90%)
• Viewing computer monitor, tablet and cell phone requiring close vision (70-90%)

Work Environment:
100% Remote: Work environment is at home.

Compensation:
$67,000 to $84,000/yr determined by competitive market analysis and internal equity considerations. Final compensation will be based on the candidate’s qualifications, experience, and business needs. For details on our comprehensive benefits program, visit www.clearcaptions.com/careers to explore our total rewards package.

Intrigued to learn more?
When you apply for this role, your information will be personally reviewed by our talent acquisition team (not by a robot). You can expect to hear back from us if we think there could be a fit and what next steps look like.

ClearCaptions is an equal opportunity employer committed to inclusion and diversity. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Disclaimer:
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

ClearCaptions does not offer sponsorship for work authorization. Candidates must be authorized to work for any employer in the US without a current or future need for Visa sponsorship.

Protecting Your Candidate Experience
At ClearCaptions, your candidate experience matters to us. To ensure transparency and security throughout the hiring process, please keep the following in mind:

• All legitimate ClearCaptions job openings are posted exclusively on this careers page.
• Our recruiters will only contact you from verified @clearcaptions.com email addresses.
• We will never offer a job through LinkedIn messages or any social media platform.
• We will never ask for sensitive personal information (like banking details or Social Security numbers) during early stages of the hiring process.

We encourage all applicants to stay vigilant against online job scams, especially those that misuse company names or logos to appear legitimate. If you receive a message that seems suspicious or doesn’t follow these guidelines, please don’t engage. You’re welcome to verify any opportunity by reaching out to us directly at recruiting@clearcaptions.com.
We’re committed to a hiring process that is respectful, secure, and clear every step of the way.