Job Description
Customer Experience Operations Specialist
Department: Customer Experience Operations
Employment Type: Full Time
Location: Canada - Remote (0002)
Reporting To: Ketul Shah
Compensation: $63,750 - $86,250 / year
The Customer Experience (CX) Operations Specialist will be an integral part of our Revenue Operations team to drive the efficiency and effectiveness of our Customer Experience (CX) teams and support the team in their mission to help our customers grow and succeed. The ideal candidate will have a strong sense of customer focusing teams and their fundamentals; able to foster a positive relationship with all stakeholders while maintaining a sense of urgency for our organizational needs and best interests. The ideal candidate demonstrates strong reporting, analytical and communication skills along with effective time management skills and an eagerness to learn.
How You'll Make an Impact
- Support customer experience strategy & operations development by serving as a trusted advisor for the customer experience team.
- Assist with the ongoing activities of administration, configuration, and support of our CX technology stack.
- Generate, analyze and leverage data and insights to identify opportunities to improve speed, quality, efficiency, effectiveness, forecasting and customer experience.
- Take active ownership in identifying the trends and opportunities via reporting and analysis, technology improvements, and lead initiatives to overcome gaps and challenges to its successful completion.
- Research, design and collaborate with stakeholders to implement solutions for initiatives, inclusive of software implementations, custom workflows and processes, and reporting solutions
- Collaborate with cross-functional partners such as Finance, Product and Technology, and Marketing to drive improvements to the customer experience team performance, cohesion and efficiency.
- Respond to routine internal team requests and support the successful resolution of issues
We'd Love to See
- Ideally, 4+ years of experience working in a fast-growing company supporting different customer facing teams in their day to day operational and business needs
- Proven organizational and time management skills with the ability to manage shifting and conflicting priorities
- Eager to learn and grow
- Always looking for ways to improve individually and as a company
- Capacity to get things done quickly with a strong sense of urgency
- Strong skills with Microsoft Office especially with Excel
- Ability to perform reporting and providing analysis to drive ongoing improvements
- Hands on experience within CX technologies such as Salesforce, Zendesk, Mavenlink, etc. would be a strong asset
*Our salaries are tailored to roles, levels and locations. Your individual pay within this range is influenced by factors like work location, skills, experience and education. As you progress in your role, your compensation may adapt, offering flexibility for growth beyond initial levels. For specifics, your recruiter will provide details and address any questions during the hiring process.
