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 managementDesign improvements for CX processes to enhance effectivenessExecute impactful projects affecting the CX strategyMonitor performance metrics for daily enhancementsCollaborate with business outsourcing partners for capacity planningRequirements:3-5 years in experience operations related to customer serviceExpertise in quality assurance and workforce managementStrong skills in customer service software administrationAnalytical skills for effective data-driven decisionsProficiency with data analysis tools like Excel and BI toolsLead the change at Relay, empowering small businesses with superior customer support and cutting-edge technology.

📌 Customer Operations Manager (Toronto)
🏢 Forma.ai
📍 Toronto