Customer Operations Manager

Easyship is revolutionizing logistics for eCommerce. With our all-in-one cloud based shipping software, businesses of all shapes and sizes have the tools needed to scale globally. At Easyship we believe in accelerating borderless commerce. We’re proud that a diversity of small business owners, crowdfunding campaigns, and global brands trust Easyship as their gateway to the world.To learn more about us click here.

Job Title: Customer Experience Executive

Reports to: Head of Data

Location: Office Bangalore

Work Allocation: 9am - 6pm IST

Key Relationships: CX Team, Sales Team, CSM Team

Job Purpose: 

The Customer Operations Manager is a critical role that bridges Sales Operations (Sales Ops) and Customer Service Operations (CS Ops). This individual will ensure that tools like Zendesk and HubSpot are effectively managed and optimized to support a seamless customer experience. The ideal candidate will have strong experience with Zendesk, a good understanding of HubSpot, and the ability to design, implement and manage processes that enhance the performance of Sales, CX, and CSM teams.

What you’ll do:

• Design, implement, and document processes within Zendesk and HubSpot to support Sales, CX, and CSM teams.
• Create and maintain reports and dashboards to provide actionable insights for team leads and representatives.
• Manage and ensure accurate data synchronization between Zendesk, HubSpot, and the core product.
• Troubleshoot and resolve data discrepancies to maintain consistency and integrity across tools.
• Assist in mapping team targets and objectives into measurable performance metrics.
• Develop and implement solutions within Zendesk and HubSpot using automation tools and workarounds.
• Address complex or tricky challenges with creative problem-solving and hands-on execution.
• Clearly communicate ideas to educate and persuade end-users to ensure they understand and see the value in new processes or tools.
• Make the customer as successful as possible.

Who you are:

• 5+ years experience in a CX and/or Sales Operations role with a focus driving operational excellence.
• You know Zendesk like the back of your hand and have both strategized, implemented and maintained Zendesk setups to drive agent efficiencies with top-tier customer experiences!
• Ideally you’ve also worked on a Sales CRM (we use Hubspot) and helped those teams execute to their full potential.
• Attention to detail - How you do anything is how you do everything!
• You’re process oriented, and able to effectively communicate and educate so that initiatives are adopted across a wide number of teams.
• Ability to work well under pressure in a fast-paced environment.
• Strong problem-solving skills and creative thinking.

What you’ll get:

• Competitive Equity Package: Earn more than just a competitive salary. Receive equity shares to gain wealth as the company grows.
• Generous Vacation Policy: We think time off is essential… and we encourage it!
• Duvet Day: Perfect for those cold winter days, when you don’t want to escape the warmth of your bed!
• Mental Health Day: You deserve a day off! A chance to recharge and enjoy ‘Me Time’
• 4 weeks of ‘Work from Anywhere’: Whether you’re working from the beautiful beaches in the Bahamas or by the fireplace on your ski trip in Switzerland - just make sure to send us a picture!
• Professional Development: We’re here to help you hit your career goals to help get you where you want to be.
• Company issued laptop: Who wants to work from their personal laptop? Let’s keep work and personal life separate!

Headquartered in London with offices in New York, Hong Kong, Singapore, Toronto Taipei and Bangalore – our team is global and growing. We encourage you to apply if a challenge excites you. Come and join the Easyship team!

 

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Last updated on Aug 15, 2024