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 • Strong 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 cutting-edge technology. #J-18808-Ljbffr