Customer Success Operations Specialist

**Job Summary**

RBCx is a new kind of business - one that marries the strength of one of the world’s most trusted and successful financial institutions with a mission to reimagine the role we play in people’s lives - to move RBC ‘beyond banking’. We’re building a world-class organization focused on designing exceptional experiences, exploring new business models and creating exponential value. In 2020, we were named by Fast Company as one of the 100 Best Workplaces for Innovators and we’re looking for team members with the curiosity to explore, the capabilities to build and capacity to help us deliver our mission

**About Ownr**

Ownr is the leading platform for Canadian entrepreneurs to start, manage and grow their business. Ownr simplifies each step of running a business, from incorporation to complex ownership structures. Entrepreneurs save time and money by using Ownr to manage their paperwork, which allows them to focus on what really matters — building their business. Over 100,000 entrepreneurs have used Ownr so far and we have ambitious plans to help even more in the future. Whether it's a side-hustle or the next tech unicorn, Ownr is constantly building new solutions to make entrepreneurship easy and accessible. Our growing team is always looking to add passionate and driven members to help entrepreneurs make their dreams a reality.

**What is the opportunity?**

Ownr, an RBCx company, is hiring a Customer Success Operations Specialist. Ownr is on a mission to become the leading platform for entrepreneurship in Canada. In this role, you will be help thousands of entrepreneurs as they build and grow their business using the legal tools, perks, and other valuable resources provided by Ownr.

You will become a product expert, responsible for overseeing Ownr’s software to ensure the platform is operating effectively and quickly identifying solutions when things go wrong. You will play a crucial role in bridging the gap between our frontline customer operations and back-office functions, optimizing operational efficiency, and contributing to an exceptional customer experience.

In working closely with Ownr’s proprietary software, as well as various government registry services, you will be among the first to discover issues as they arise. You will be responsible for communicating these issues to Ownr’s Product, Development, and Customer Success teams, to ensure mitigation and remediation processes are in place, and implementing solutions with no disruption to the customer experience.

Overall, you will be responsible for maintaining day-to-day operations of Ownr’s systems and processes, identifying issues as soon as they arise and limiting impact to users. You will use your extensive knowledge of Ownr’s products, customers, and third-party services to help build an optimal experience for Ownr’s customers and contribute to Ownr’s rapid growth in the marketplace.

**What will you do?**
- Monitoring Ownr’s proprietary backend software to identify and address issues that require attention
- Communicating with Ownr’s various functional units, users, and government agencies to address any concerns (naming issues, incomplete information, etc) and move quickly to implement solutions
- Tracking metrics to help improve Ownr’s administrative and automations software
- Implement quality assurance measures to ensure adherence to operational standards and regulatory requirements across both customer-facing and back office functions
- Provide support to frontline teams on new processes, systems, or updates initiated by the back office
- Serve as a point of contact for escalated customer inquiries and working with Ownr’s Customer Success team to create an overall excellent experience for our users

**What do you need to succeed?**

**Must have**:

- Experience in an operational, technical, or customer service capacity within a startup environment and/or fast-paced growing organization
- Critical thinking and problem solving skills
- Meticulous attention to detail, particularly with reviewing complex documentation and/or processes
- Willingness to learn about legal concepts, government processes, and other issues affecting business owners in Canada
- Excellent organizational skills and the ability to prioritize a high-volume of tasks
- Excellent communication skills and the ability to explain complex concepts in simple terms
- Interest in technology and building innovative online solutions

**Nice to have**:

- Familiarity with project management software, such as Asana, Jira, etc.
- Experience using Intercom, or similar customer-engagement software
- Experience in process optimization, and or efficiency improvement projects
- A passion for entrepreneurship and experience working with early-stage small business owners

**What’s in it for you?**

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our