Lead Specialist, Data Migration and Processing

3 weeks ago

Vancouver, British Columbia, Canada T-Net British Columbia Full time
Lead Specialist, Data Migration and Processing

We are currently looking for a Lead Specialist, Data Migration and Processing to enhance our Customer Enablement Department.

The Data Migration team focuses on transitioning customer information from outdated systems into our platform. This involves a variety of tasks including data extraction, importation, processing, and cleansing. The team frequently utilizes extract, transform, and load (ETL) methodologies. This team plays a crucial role in our customer onboarding process, aiming to provide the most seamless experience for our clients.

This team is dedicated to improving customer satisfaction, with numerous opportunities for refining processes and enhancing tools. We support customers both directly and indirectly by collaborating with our Customer Enablement teams and engaging with our Product & Engineering teams to automate key aspects of this process. Our current team members are intelligent, committed, and enjoyable to work with.

Who you are:
  • A leader and mentor with high standards and exceptional customer service abilities.
  • A clear and empathetic communicator who values transparency.
  • Motivated to assist customers in achieving success, especially in challenging situations.
  • Innovative thinker who embraces experimentation and learns from setbacks.
  • Technically skilled with a passion for ongoing learning and self-improvement.
  • Detail-oriented with strong time management and multitasking capabilities.
  • A role model who leads with patience, understanding, and compassion.
  • A trusted leader who exercises sound judgment and discretion.
  • A proactive team player eager to make a significant impact on our customers and business.
What you'll work on:
  • Empowering your team to deliver outstanding customer experiences.
  • Implementing and analyzing key performance metrics to enhance service levels.
  • Leading initiatives for improvements within and across departments.
  • As a player-coach:
    • Acting as a point of escalation for customer issues, adeptly managing difficult conversations while helping the team identify root causes.
    • Providing additional support to the team as necessary.
    • Maintaining exemplary customer service standards and coaching your team on best practices.
    • Fostering career growth through regular one-on-one meetings and developmental coaching.
  • Representing the Migration team across the organization, collaborating with key partners in various departments.
  • Creating and refining internal documentation, including Standard Operating Procedures (SOPs), guides, and training materials.
  • Facilitating the ETL process from various source systems into our platform, focusing on efficiency.
  • Staying informed about our product and common workflows.
What you bring:
  • 5+ years of experience in customer-facing roles within a SaaS environment.
  • 3+ years of expertise in data migration and transformation.
  • 1+ years of leadership experience.
  • Proficiency with CSV, JSON, and SQL databases.
  • Experience in creating presentations for team and social events.
  • Documentation skills for developing SOPs, guides, and training materials.
  • Experience in customer or technical service roles.
  • Fluency in written and spoken English.
Bonus points if you have:
  • Expertise in Python and Rails.
  • Previous experience in the legal industry or legal technology services.
  • Experience with API-driven applications.
What you will find here:

We offer a competitive compensation package as part of our Total Rewards Program, ensuring fair and equitable pay practices that support our high-performing culture.

Highlights of our Total Rewards program include:
  • Competitive salary with comprehensive health benefits, including dental and vision insurance.
  • Flexible work environment with expectations for in-office collaboration.
  • Generous time-off policy, encouraging work-life balance.
  • Retirement savings matching and contributions.
  • Recognition program for long-term service.

We are committed to fostering an inclusive environment where diverse perspectives are valued, and all team members can thrive.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

We are dedicated to creating a workplace where everyone feels included and valued. We encourage candidates from all backgrounds to apply and provide accommodations during the recruitment process as needed.

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