Customer Operations Specialist

2 months ago

Vancouver, Canada Unbounce Full time

We're a people-first, customer-obsessed company motivated by our passion for empowering digital marketers to achieve success with their campaigns. With intuitive landing page builders and a comprehensive suite of AI-powered features, our Conversion Intelligence platform helps you grow smarter.

Our team's technical expertise and creativity work together to drive our mission forward every day. We aim to continue being an innovative and inspiring company that both our customers and employees admire—and we invite our future team members to join us

**About the role**:
Unbounce has a great opportunity for a Customer Operations Specialist as part of our Revenue Operations Team. As a strategic partner to leaders in Customer Success, Marketing, and across the business, you will be focused on our Self Serve customer cohorts and be responsible for the data, tooling and processes related to: retention and activation, customer support and engagement, and customer marketing.

In partnership with the rest of the Rev Ops team, this role is responsible for a robust measurement and automation plan. As a builder, you'll deliver lean, scalable systems for executing and measuring a variety of customer programs and campaigns. As an analyst, we'll depend on you to identify emerging trends and measure impacts to the business.

**What you'll be doing**:

- Maintain the Customer Support platforms, Zendesk and Playvox, including user management, technical troubleshooting, integrations, data and reporting
- Partner with Marketing Ops to build and maintain customer engagement programs, including list segmentation and automation.
- Partner with Support leadership on new initiatives related to chat, segmentation, and all things omni-channel support
- Execute customer lifecycle programs alongside collaborators in marketing and customer success
- Enable stakeholders with self-serve resources whenever possible, such as: reporting and dash-boarding, list segmentation, documentation, and campaign playbooks
- Maintain data flows and hygiene across various systems (eg. warehouse, CRM, Segment.io). In collaboration with the rest of Rev Ops and Data, we own the critical plumbing of the business
- Create and maintain reporting that supports customer retention and activation initiatives. Provide ad hoc analysis and recommendations on individual campaigns or initiatives

**A little bit about you**:

- You have theoretical and practical understanding of customer experience concepts and best practices and - most importantly - how to execute and measure them
- You're a systems thinker and data nerd - you understand how data, tools, and business objectives intersect, and you love being the one to put it all together. You have a keen eye for detail.
- You have exceptional communication skills and are a delight to work with. You can thrive in a hybrid remote workplace
- You have great time management skills and can scope and deliver a project from start to finish. You can gather requirements from multiple stakeholders and translate their needs into a solution.
- Experience compiling, analyzing and reporting of performance metrics. You can turn insights into operational recommendations and sell them to senior stakeholders
- Experience with ticketing platforms and/or CRM. You have a very strong understanding of what your tools are capable of and stay on top of new features, launches, and industry trends
- Experience evaluating and implementing new tools or platforms is a plus
- Intermediate skills with Google Sheets or Excel (e.g. vlookup, index/match, pivot-tables, etc.)
- Familiarity with HTML, Javascript, and/or SQL a plus

**Share our values**:

- Courage
- Ambition
- Being Real
- Empathy
- Diversity

**What's in it for you**:

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