Become Relay's Customer Operations Manager and transform SMB customer experiences. Lead initiatives to improve efficiency while fostering a customer-centric culture.
In this pivotal role at Relay, you will spearhead the Customer Operations team and work closely with cross-functional players to elevate our customer support services. Your responsibilities will include driving Learning & Development initiatives and enhancing workflows through automation. Your analytical approach will significantly impact our service efficiency and quality.
Key Responsibilities:
• Manage the operations team focusing on self-service and workforce management
• Design improvements for CX processes to enhance effectiveness
• Execute impactful projects affecting the CX strategy




• Monitor performance metrics for daily enhancements
• Collaborate with business outsourcing partners for capacity planning
Requirements:
• 3-5 years in experience operations related to customer service
• Expertise in quality assurance and workforce management
• Solid skills in customer service software administration
• Analytical skills for effective data-driven decisions
• Proficiency with data analysis tools like Excel and BI tools
Lead the change at Relay, empowering small businesses with superior customer support and innovative technology.
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📌 Relay Customer Operations Management Role (Toronto)
🏢 Relay Financial
📍 Toronto