Operations Analyst, Customer Care

3 weeks ago

Canada ZayZoon Full time

**Canada**

**Customer Care - Customer Care /**

**Fulltime /**

**Remote**
- We’re at a turning point in scaling our organization. We are seeking a highly motivated, and resourceful Operations Analyst, Customer Care to identify process improvement, own measurement of KPIs & help scale the Customer Care organization for ZayZoon as we execute on our mission of saving 10 million employees $10 Billion.
- You will work cross-functionally inside the company, working with a variety of departments to drive a culture of customer-first supportability at scale. This role will be instrumental in optimizing all support channels and you will assist in the development of the strategy to architect our support organization that underpins our obsession with customer focus and mindset.

**YOUR RESPONSIBILITIES**:

- Act as the analytical expert for Zayzoons’ Customer Care Department.
- Own the measurement and reporting of Customer Care KPIs across all levels (from executive dashboarding to individual contributor scorecards).
- Proactively identify new leading and lagging KPIs.
- Deliver on projects to support KPIs and metrics, as well as continuously improve our existing infrastructure.
- Provide analytical support in the creation of playbooks, headcount planning, and workforce management.
- Support cross-functional projects by collaborating with key partners such as Revenue Operations, Customer Success, Product, Sales, and Marketing.
- Collect and process data from different sources, synthesizing meaningful and actionable insights.
- Own the Customer Care Technology stack, driving improvements and leveraging AI and Knowledge as a Service practices

**TO BE SUCCESSFUL IN THIS ROLE, YOU NEED TO BE SOMEONE WHO**:

- Wants to make a difference through meaningful work and is driven by purpose
- Is passionate about helping others
- Has high emotional IQ and knows how to demonstrate empathy, especially during difficult situations
- Experience working in a Customer Support or Customer Success Department
- Strong communication skills
- Exceptional organizational skills
- Able to effectively work cross functionally across multiple departments

**WHAT YOU BRING TO THE TABLE**:

- 2+ years of operations and data experience in Customer Success or Customer Support
- Proven track record of owning proactive analysis and analytics roadmaps
- An extremely detail-oriented mindset.
- Excellent communication skills and ability to tailor messaging for technical and non-technical audiences.
- Experience with Intercom, ZenDesk, JIRA, and HubSpot (or similar)
- Experience in financial technology, payroll or banking industry

**ANYTHING ELSE YOU MIGHT NEED TO KNOW**

We wish to thank all qualified applicants for their interest in joining our team

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