RevOps Specialist – Customer Success

📋 Description

• Participate as a regular attendee in essential CS and Support planning, QBR, and operational meetings to proactively contribute data and operational insights to discussions.

• Manage capacity planning for CS and Support by analyzing team workload against volume trends, seasonality, staffing levels, and headcount data, providing leadership with a forward-looking perspective.

• Act as the liaison for the CS/Support team with the Systems team to convert team requirements into well-defined technical specifications, identify configuration issues, and QA workflow modifications prior to deployment.

• Take ownership of performance reporting and create self-service dashboards in HubSpot and Metabase that cover ticket volume, resolution times, CSAT, SLA compliance, and team productivity.

• Conduct a thorough evaluation of the entire CS and Support technology stack to pinpoint underused tools, outline areas where data/processes falter, and suggest updates for HubSpot Service Hub.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success Operations, Support Operations, Revenue Operations, or a similar analyst or business partner role.

• Proven experience in capacity planning, workforce modeling, or operational forecasting for a customer-facing team.

• Extensive knowledge of HubSpot, capable of critically assessing ticket pipeline logic, SLA settings, and automation structures without managing daily administration.

• Demonstrated ability to articulate well-defined technical requirements for a HubSpot administration team and conduct quality assurance on the outcomes.

• Strong analytical capabilities to uncover non-obvious insights and leverage data to influence team strategy, resource choices, and advocate for specific viewpoints.

• Experience acting as a business partner, fostering trust with leaders who possess varying degrees of data proficiency.

• Solid proficiency in Metabase or equivalent BI tools for creating dashboards, complemented by excellent written and verbal communication skills.

🏝️ Benefits

• Competitive salary and 401k plan with company matching opportunities.

• Comprehensive Health Benefits: Health insurance package including medical, dental, vision, life, critical illness, accident, STD/LTD, HSA, and FSA with dependent care.

• Flexible Work Arrangement: We are a fully remote workforce that prioritizes a healthy work-life balance by allowing flexibility in work hours.

• Generous Paid Time Off policy, providing you with the opportunity to recharge, spend quality time with family, and pursue personal interests outside of work.

• Supportive Team Environment: Become part of a collaborative team where your contributions are appreciated, teamwork is encouraged, and a culture of success and mutual respect thrives.