Operations Executive – Maternity Cover

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Serve as the primary escalation contact for client support, managing refunds and exceptions in accordance with established SOPs.

• Collaborate with the Client Support Executive responsible for phone and inbox management.

• Provide coverage for the client support role during absences due to leave or illness.

• Oversee projects from initial scope to successful adoption, including timelines, responsibilities, and outcomes.

• Execute the rollout of the Subscription model, encompassing communications, enablement, coach updates, and documentation.

• Utilize monday.com for project tracking and work alongside the CRM Executive and HubSpot owner on automations and reporting.

• Maintain up-to-date artefacts in the shared drive.

• Communicate updates via email and WhatsApp and follow up on adoption efforts.

• Develop and sustain a monthly coach dashboard utilizing HubSpot reports.

• Schedule and facilitate the monthly review meeting, which includes setting the agenda, preparing materials, and outlining action items.

• Identify coaches for rewards or escalation as necessary.

• Assist coaches with changes in availability, document locations, and process inquiries.

• Assess the comprehensive client journey and implement process enhancements.

• Analyze CX and operations metrics within HubSpot and take action based on insights.

⛳️ Requirements

• Proven experience in operations, service delivery, or project coordination across sectors like technology, finance, marketing, and professional services.

• Highly organized with a keen eye for detail.

• Excellent written and verbal communication skills.

• Proficiency with some or all of Google Workspace, HubSpot, Acuity/scheduling, and monday.com.

• Comfortable interpreting HubSpot dashboards to drive actions and decisions, or possess experience with another CRM.

• Proactive mindset with the capability to derive logical sub-tasks from desired outcomes without waiting for detailed instructions.

🏝️ Benefits

• Remote-First, Flexible Work Model

• Global Visibility

• Your Own South African Talent Partner

• Full-time South African Employment Contract

• HR, Payroll & Taxes are taken care of!