Senior Customer Experience Operations Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Identify opportunities where automation and AI can enhance efficiency within the CX organization

• Transform initial stakeholder concepts into detailed, actionable project plans

• Collaborate with Business Systems and Engineering on foundational infrastructure projects

• Analyze ineffective Salesforce and Intercom workflows

• Create developer-ready tickets and reconstruct automation or routing logic as necessary

• Work alongside Enablement on the adoption of workflows and automation, including training, documentation, and change management

• Translate NPS, CSAT, retention, support, and success metrics into actionable recommendations for leadership

• Ensure transparency regarding initiative statuses, risks, and dependencies

• Identify obstacles and coordinate with stakeholders to propel assigned initiatives forward

⛳️ Requirements

• 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations

• Proven track record of owning a program or metric outcome, rather than merely facilitating processes, in a B2B SaaS environment

• Advanced proficiency as a user of Salesforce and Intercom, including the creation of reports, dashboards, in-app messaging, surveys, and workflow automations

• Self-motivated and results-oriented, capable of advancing roadmap projects independently without extensive supervision

• Excellent written and verbal communication abilities

• Comfortable working within changing or ambiguous processes

• Proven experience utilizing AI tools and technologies to enhance workflows, improve decision-making, or foster innovation

• Preferred: Salesforce Administrator certification

• Preferred: Experience with survey-building tools such as Delighted or Qualtrics

• Preferred: Familiarity with in-app messaging platforms

• Preferred: Practical experience applying AI tools to operational workflows

• Preferred: Proficiency in SQL or BI tools

🏝️ Benefits

• Medical, dental, and vision coverage, including a fully company-funded HDHP plan for employees

• Annual bonuses

• Equity options

• 401(k) or RRSP for Canadian employees, with a company match for all team members

• Flexible Time Off

• Paid holidays

• Parental leave program

• Wellness stipends

• Mental health support

• One-on-one nutrition coaching

• Continuous learning opportunities through 8am.edu

• Leadership development programs

• Professional development funds

• Tailored talent development initiatives

• Charitable matching gift program

• Paid time off for volunteering

• Company-sponsored volunteer activities, both local and virtual

• Virtual and in-person team-building events

• Quarterly recognition awards through the Rise & Shine Award of Excellence Program

• Peer-to-peer appreciation platform