Customer Experience Operations Specialist

5 days ago

Toronto, Canada GlossGenius Full time

**About GlossGenius**

GlossGenius is building an ecosystem enabling entrepreneurs to succeed. We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing and much more.

Tens of thousands of small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. With its powerful, intuitive platform, GlossGenius is some part a fintech company, some part an SMB software company, while its vibrant, distinguished brand makes it some part a consumer company.

**About the Role**

As a Customer Experience Operations Specialist, you'll help foster a culture of wellbeing, engagement, and internal support for our global Customer Experience team. You'll play an integral role in ensuring we continue to provide world-class support to our customers and scale efficiently. You'll report to the CX People Experience Lead and can be based remotely anywhere in Canada.

**What You'll Do**
- Create and manage the customer experience work shift schedule to ensure full coverage
- Coordinate ad hoc and recurring team meetings, celebrations and other team events
- Develop and analyze customized reports for the Customer Experience leadership team
- Coordinate the new hire onboarding process for all Customer Experience hires
- Work directly in the customer support queue in times of high inquiry volumes
- Develop and maintain documentation for all internal processes

**What We're Looking For**
- 1+ year of work experience in an operations-type role, preferably in a fast-paced remote work environment
- Experience managing multiple calendars + workforce shift scheduling
- Familiarity with Zendesk, Assembled, Slack, and/or Notion is a plus
- Advanced knowledge of Excel and Google Sheets required

**Benefits & Perks**
- Flexible PTO
- Competitive health & dental insurance options, with premiums covered by GG
- Generous, fully-paid parental leave policy
- Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses
- One-time home office stipend
- Team Bonding opportunities - annual company retreat for entire team, plus virtual events throughout the year
- In order to enter the NY office or participate in any in-person events, all employees must show proof of vaccination against COVID-19. For those individuals who are unable to be vaccinated, GlossGenius will engage in an interactive process to determine a reasonable accommodation._
- At GlossGenius, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. GlossGenius is proud to be an Equal Opportunity and Affirmative Action Employer._

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