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 innovative technology.
