Job Description
Customer Experience Operations Associate (Business Operations)
Utah | Remote
About Us
Our mission is simple: we want to set people free to do meaningful work. People love our softwareand it turns out that people love working here too. We’ve been recognized as a “Best Company to Work For and we’re proud of our team for creating software that makes an impact in the lives of HR pros and employees all over the world.
What You’ll Do
Customer Experience Operations is the backbone and secret sauce of a successful customer experience organization. CX Operations at BambooHR is where we enable effortless customer experiences and empower frontline teams to drive impact to BambooHR’s mission to Set People Free to Do Great Work. We specialize in partnering with cross-functional teams (Customer Support, Implementation, Success, Education, etc.) on their processes, systems/software, data, and overall operational improvements.
Now onto the specifics! As a Customer Experience Operations Associate at BambooHR, you will act as an operational resource & partner in your assigned CX functional area – Customer Support or Customer Success, for example. This is an individual contributor role with a defined career path you can grow in over time. You will be assisting with prioritization and execution of continuous improvement initiatives within your assigned CX functional area. Some specific responsibilities include the following:
- Triaging, researching and resolving CX system help desk requests
- Responding quickly to stakeholder and customer inquiries about CX system requests and issues
- Maintaining CX technical platforms (Gainsight, Pendo, Salesforce Service Cloud) while identifying opportunities for improvement in processes, workflows, and integrations
- Partnering with other teams (Product, Finance, Salesforce and Gainsight admins, etc.) for process improvement
- Assisting in the management and prioritization of tasks in the CX Ops backlog
- Assessing current state CX Operations processes and documenting SOPs and training materials to ensure accuracy and relevance
- Completing assigned process improvement project tasks
What You Need to Get the Job Done
- 1-3 years of relevant experience in operations, customer service, customer experience, project management, or related field.
- Technical Skillset. You have a knack for easily picking up systems & software, and you have basic knowledge of CX technical systems such as Gainsight, Salesforce Service Cloud, and Pendo.
- Data analysis. You don’t lean on anecdotal evidence alone – you are comfortable working in data to help craft compelling stories and distill actionable insights in your work.
- Project management skills. You can successfully see complex cross-functional projects through to completion and are able to balance multiple projects at once.
- Comfort with ambiguity. You’re not afraid to dive into the unknown in your work, pivoting when needed and trying things that haven’t been done before.
- Hunger for innovation. Rather than settling for the status quo, you have a track record of optimizing workflows and making processes better.
- Resilience. You find new challenges exciting and have impeccable persistence – if something doesn’t work, you keep at it until you find the solution.
- Growth Mindset. You are passionate about developing new skills and consider yourself a forever learner.
- Partnership Skills. Empathy for stakeholders and customers comes naturally to you, and you know how to work cross-functionally to achieve a higher goal.
What Will Make Us REALLY Love You
- You’ve completed a bachelor’s degree in business administration, finance, operations management, computer science, information systems, or a related field.
- You have prior experience in a SaaS, startup, or HR software environment.
- You have exposure to Agile and Scrum development and delivery methodologies.
- You’re familiar with Lean Six Sigma methodology.
- You have past experience with creating reports and dashboards.
- You have a deeply team-oriented approach in your work – succeeding and failing as a team and collaborating along the way.