Customer Success Quality Analyst

At HubX we build mobile apps, used and loved by millions all around the world.

We have a track record of building and growing mobile apps on various verticals that have reached over 300 million users across 6 continents and 170+ countries.

We are looking for a talented “Customer Success Quality Analyst” to join our energetic and highly motivated team.

As a talented “Customer Success Quality Analyst” you have plenty of opportunities at your fingertips. So, why should HubX be your next move?

We offer you an opportunity to make a huge impact in the lives of millions of users through our products, and even the mobile app industry at large in the next years to come.

X Culture: Do What You Love

At HubX, we pride ourselves on fostering an environment of collaboration, creativity, and innovation. Our #XCulture is more than just a workplace ethos; it's a lifestyle. We believe passion drives success. At HubX, Do What You Love isn’t just a motto; it's the foundation of our work.

Some of your responsibilities

• Owning an independent, objective Quality Assessment function for our Customer Success organization
• Conducting quality audits of CS communications, with a particular focus on e-mail interactions with customers
• Evaluating customer messages across multiple dimensions: overall quality, tone of voice, problem-solving approach, and impact on the end-to-end customer experience
• Designing and continuously improving a Quality Assessment framework that turns subjective assessments into objective, data-backed quality metrics
• Analyzing different operational flows within Customer Success and identifying areas for improvement
• Defining the right metrics and data points to track CS quality performance, and building the reporting that brings these to life
• Sharing insights and recommendations with the Customer Success and Product teams to drive continuous improvement
• Operating as an independent, unbiased voice to complement existing CS KPIs (SLAs and customer satisfaction) with a true quality lens

What we look for

• 4+ years of experience in a Customer Success role
• Advanced level of English, both written and verbal
• Previous experience in a similar quality / audit / QA-focused role — strong plus
• Experience working within the technology vertical — preferred
• Experience working in B2C environments, with exposure to high-volume customer interactions and end-user behavior — strong plus
• Strong critical thinking and analytical mindset
• Solid experience in reporting and data analysis
• Ability to understand, map, and analyze different operational workflows
• A senior profile able to credibly evaluate and give feedback to a Customer Success team
• Self-starter mindset: structured, proactive, and effective in fast-moving environments

The perks and benefits of working with us

We would like you to focus on what you do best, we take care of the rest.

• Daily essentials: We provide meal support to make your workday easier.
• A brand new MacBook and a designed welcome kit, featuring Stanley and Herschel products along with customized items.
• Wellbeing: We support your overall wellbeing with private medical insurance (TSS), HPV vaccination, and for our women teammates  critical women’s health coverage, and annual Beije membership.
• Gym Reimbursement: We support annual gym membership because we want you to be in tip-top shape psychically and mentally.
• Learning & development: We support your continuous learning with education opportunities and weekly Cambly speaking sessions.
• Team events that create lasting memories, including our traditional All Hands gatherings where the whole company comes together, as well as more humble celebrations and happy hours. Curious about our vibe? Take a look at our Instagram!
• Strong company culture: Our approach is built on open communication and teamwork, strengthened by our #XCulture and community-driven X clubs that bring people together around shared interests.
• X Community discounts: Being part of HubX comes with perks, enjoy exclusive discounts and more as a valued member of our community.

The Recruiting Process

At HubX, we value transparency and efficiency. Here’s a glimpse into our streamlined recruitment process:

1. Application Submission: Apply by submitting your CV, LinkedIn profile, or a brief introduction about yourself.
2. Talent & Culture Interview: Engage in a conversation with our Talent & Culture team to discuss your background, aspirations, and how we align with each other’s goals.
3. Case Study Assignment: Showcase your skills through a practical task related to the role.
4. Technical Interview: Meet with your potential team lead for an in-depth review of your case study and technical expertise.

Welcome Aboard!: If all goes well, we’re excited to extend an offer and welcome you to the team.

Your personal data collected through your job applications will be processed by HubX in accordance with the Personal Data Protection Law No. 6698 ("KVKK") for the recruitment and evaluation. To review our data protection informing Link

İş başvurularınız kapsamında toplanan kişisel verileriniz HubX tarafından işe alım ve değerlendirme amacıyla 6698 sayılı Kişisel Verilerin Korunması Kanunu'na ("KVKK") uygun olarak işlenecektir. Aydınlatma metnimizi incelemekiçin: Link