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Lead Data Migration Specialist

2 months ago

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

We are currently in search of a Lead Data Migration Specialist to enhance our Customer Enablement Department.

The Data Migration team is dedicated to transitioning customer information from outdated systems into our platform. This encompasses a variety of tasks including data extraction, transformation, loading, and cleansing. The team plays a vital role in our customer onboarding process, aiming to provide a seamless experience for our clients.

This team is specifically formed to improve customer satisfaction, with numerous opportunities for refining processes and tools. We support our customers directly and indirectly by collaborating with our Customer Enablement teams and partnering with our Product & Engineering teams to automate essential aspects of this process. Our current team members are intelligent, engaged, and enjoyable to work with.

Who you are:
  • A leader and mentor with high standards and exceptional customer service skills.
  • An effective communicator who is candid and can articulate thoughts clearly and empathetically.
  • Motivated to assist customers in achieving success, particularly in challenging situations.
  • Innovative thinker who is willing to experiment and values learning from setbacks.
  • Possesses strong technical skills and a commitment to continuous learning and self-improvement.
  • Detail-oriented with excellent time management abilities and the capacity to handle multiple tasks.
  • A role model who leads with patience, understanding, and compassion.
  • A leader capable of exercising sound judgment and discretion, trusted with sensitive information.
  • A collaborative team player eager to make a significant impact on our customers and our organization.
What you'll work on:
  • Empowering your team members at all levels to deliver outstanding customer experiences.
  • Assisting in the implementation and analysis of key performance metrics and developing strategies to enhance service levels.
  • Leading initiatives for improvements within and across departments.
  • As a player-coach to the team:
    • Acting as a point of escalation for customer issues, adeptly managing difficult conversations while helping the team identify root causes to minimize future escalations.
    • Providing support and additional capacity to the team as required.
    • Maintaining top-tier customer service by actively coaching your team on best practices, customer feedback, and personal development.
    • Fostering career growth by working closely with team members.
    • Conducting regular one-on-one meetings to challenge the team and promote their growth.
  • Serving as an ambassador for the Migration team throughout the organization, collaborating closely with key partners in various departments.
  • Developing and refining processes to create accurate and informative internal documentation, including Standard Operating Procedures (SOPs), guides, and training materials.
  • Facilitating the overall flow of the ETL process from various source programs into our platform, driving efficiencies wherever possible.
  • Gaining a comprehensive understanding of our product and staying updated on common workflows.
What you bring:
  • 5+ years of experience in customer-facing roles within a SaaS environment.
  • 3+ years of experience in data migration and transformation.
  • 1+ years of leadership experience.
  • Proficiency with CSV, JSON, and SQL databases.
  • Experience in creating presentations to support team and social events.
  • Documentation skills for creating SOPs, guides, and training materials.
  • Experience in customer service or technical support roles.
  • Fluency in written and spoken English.
Additional qualifications:
  • 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, designed to ensure fair and competitive pay practices that contribute to 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 a hybrid model.
  • Generous time-off policy, encouraging a healthy work-life balance.
  • Retirement savings matching and contributions.
  • Recognition program for long-term service.

We are committed to fostering a diverse and inclusive workplace where all team members feel valued and empowered to perform at their best.

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

We are dedicated to creating an environment that embraces diversity and inclusion, ensuring that all team members can contribute authentically and effectively.

We provide accommodations during the recruitment process for those who require them.