Operations Analyst, Customer Care

Remote Calgary, AB

We’re at a turning point in scaling our organization. We are seeking a highly motivated, and resourceful Operations Analyst, Customer Care to identify process improvement, own measurement of KPIs & help scale the Customer Care organization for ZayZoon as we execute on our mission of saving 10 million employees $10 Billion.


You will work cross-functionally inside the company, working with a variety of departments to drive a culture of customer-first supportability at scale. This role will be instrumental in optimizing all support channels and you will assist in the development of the strategy to architect our support organization that underpins our obsession with customer focus and mindset. 


YOUR RESPONSIBILITIES:

  • Act as the analytical expert for Zayzoons’ Customer Care Department.
  • Own the measurement and reporting of Customer Care KPIs across all levels (from executive dashboarding to individual contributor scorecards). 
  • Proactively identify new leading and lagging KPIs.
  • Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure.
  • Provide analytical support in the creation of playbooks, headcount planning, and workforce management.
  • Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing.
  • Collect and process data from different sources, synthesizing meaningful and actionable insights.
  • Utilize deep product and industry knowledge to drive operational efficiency applying best practices across processes, tooling, automation, outsourcing etc.
  • Own the Customer Care Technology stack, driving improvements and leveraging AI and Knowledge as a Service practices


TO BE SUCCESSFUL IN THIS ROLE, YOU NEED TO BE SOMEONE WHO:

  • Wants to make a difference through meaningful work and is driven by purpose
  • Is passionate about helping others
  • Has high emotional IQ and knows how to demonstrate empathy, especially during difficult situations
  • Experience working in a Customer Support or Customer Success Department
  • Strong communication skills
  • Exceptional organizational skills
  • Able to effectively work cross functionally across multiple departments


WHAT YOU BRING TO THE TABLE

  • 2+ years of operations and data experience in Customer Success or Customer Support
  • Proven track record of owning proactive analysis and analytics roadmaps
  • An extremely detail-oriented mindset.
  • Excellent communication skills and ability to tailor messaging for technical and non-technical audiences.
  • Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar)
  • Experience in financial technology, payroll or banking industry


ANYTHING ELSE YOU MIGHT NEED TO KNOW


Candidates must be located in North America to be considered.

We are organized as a remote team, as such we are looking for candidates who can work effectively remotely. You must have access to a secure high speed internet connection and a secure workspace to ensure security of private information. This role is available on a permanently remote basis.


Please note that a final step in our hiring process is for candidates to arrange personal reference calls with former managers and others we may choose and undergo a criminal record check along with a basic security clearance due to the nature of our business.


We wish to thank all qualified applicants for their interest in joining our team! 

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