Senior Customer Experience Operations Specialist

📋 Description

• Identify where new automation and AI can create leverage across the CX org, and scope early-stage
• Partner directly with Business Systems and Engineering on infrastructure-level builds for new
• Bring technical depth to existing systems (e.g., Salesforce, Intercom) as needed, diagnosing
• Partner with Enablement to increase adoption of new workflows and automations, training
• Convert CX data (NPS/CSAT, retention, support and success metrics) into actionable recommendations
• Maintain clear, current visibility into initiative status, risks, and dependencies for

🎯 Requirements

• 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business
• Demonstrated ownership of program or metric outcomes in a B2B SaaS environment
• Proficiency with Salesforce and Intercom as an advanced user, able to build reports, dashboards
• Self-directed and outcome-driven, able to move projects forward without heavy oversight
• Strong written and verbal communication skills
• Comfort operating within evolving or undefined processes

🎁 Benefits

• Health Insurance Coverage: variety of medical, dental, and vision plans including a 100%
• Financial perks: competitive compensation, annual bonuses, equity options, and 401(k) or RRSP (in
• Time for what matters: Flexible Time Off, paid holidays, and a parental leave program
• Wellness: wellness stipends, mental health support, and one-on-one nutrition coaching
• Learning and Development: continuous learning via 8am.edu, leadership programs, professional
• Giving back: charitable matching gift program, paid time off for volunteering, and