Customer Experience Operations Specialist

Description

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely. #LI-Remote-HYBRID

About the role:

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.

What you will do:

• 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

Does this sound like you?:

• 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

Not checking every box?
Sounds like the job for you, but you don't think you have what it takes on paper? Reach out to us anyway! We're aware that members of marginalized groups typically apply only when they check every box. Vena is an inclusive workplace that considers all applicants. We value diversity—in professional backgrounds and in experiences—and are committed to providing equal opportunity and a sense of belonging for all employees and applicants. Let's discover together whether you could be a great fit at Vena.

Why choose Vena?

• Total Rewards: Grow with Vena and celebrate its success with our Employee Stock Option Program (ESOP). We look ahead and invest in your future with our Retirement Savings Matching Program. We also provide comprehensive health benefits through our employer group plan effective from day one.
• Unique Culture: Join us in our ongoing commitment to build a diverse and inclusive workplace. Every voice, action and idea matters at Vena.
• Career Growth: We invest in your job training, professional development and continuing education and offer an Education Subsidy. Pursue your interests and chart your growth towards a new position on your current team or a new one. Vena had 240+ employee promotions and internal moves to new roles in 2022!
• Executive Leadership: Be inspired by our executive leadership as they lead and motivate our team.
• Read what employees say about working at Vena!
  • Glassdoor
  • Comparably
  • Indeed

Please note: All interviews will be conducted using Zoom. We believe everyone should get to work from a location that suits their job and lifestyle the best, whether that is at home, in office, or a hybrid.

Vena celebrates the differences that make us all unique and strives to make our workplace accessible however we can.

Should you require accommodation throughout any stage of the recruitment and selection process, please specify your requirements to [email protected] when submitting your application and we will work with you to accommodate your needs.

We incorporate accessible practices into all of our internal roles and invite others to join us in our ongoing efforts. Find out more at www.venasolutions.com/va11y

Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Vena Solutions are considered property of Vena Solutions and are not subject to payment of agency fees. To be an authorized Recruitment Agency/Search Firm for Vena Solutions, any such agency must have an existing formal written agreement signed by Vena Solutions and an active working relationship with the company. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search.