Senior Customer Operations Manager
Relay
Customer Service, Operations
Vancouver, BC, Canada
Posted on Dec 5, 2024
Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we’re changing that. Relay is the all-in-one, collaborative money management platform. We’re building for employer SMBs and their finance function, internal and external, and are focused on delivering a human-centric customer experience. Ultimately, we help SMBs be ‘on the money'.
Delivering a great customer experience for SMBs is a key differentiator for us, and we are investing heavily in building a world-class support team (CX). As part of our next stage of growth, we need to invest in our CX Operations team to ensure we don’t sacrifice quality and instead continue to better service our customers. We’re looking for our first Senior Customer Operations Manager to join our team and help us enhance our customer journey, streamline our processes, and foster a customer-centric culture.
In this role, you will be pivotal in enhancing customer interactions by leading and managing our CX Operations team. This includes driving Learning & Development (L&D) initiatives and implementing automation strategies. You will collaborate cross-functionally with Support, Product, and Operations to ensure smooth workflows, efficient handling of customer inquiries, and continuous improvement in service quality.
What You’ll Be Doing:
- Lead, manage, and build an operations team responsible for technology, quality assurance, self-service, workforce management, and process improvement
- Identify, design, and implement improvements in CX processes to drive efficiency and effectiveness within the team
- Plan and execute projects that impact the CX team’s strategic goals (e.g. live chat roll-out, routing, AI bot, etc.)
- Monitor and track the CX team performance, helping them get 1% better every day and finding new ways to better support our customers
- Support in capacity planning and overall management of our business process outsourcing (BPO) partners
Who You Are:
- You have 3-7 years in customer experience operations, systems, and enablement, with direct involvement in workforce management and capacity planning
- You bring diverse experience across CX Operations including quality assurance, workforce management, training, automation, etc.
- You have experience with customer service software in system administration, design, and implementation (e.g. Zendesk, Ada, MaestroQA, Assembled, etc.)
- You have strong analytical and problem-solving skills, enabling you to make data-driven decisions effectively
- You are proficient with data analysis tools, such as Excel and BI tools, with capabilities that extend beyond the basics
- You demonstrate operational rigor by consistently seeking innovative solutions to enhance processes and address system inefficiencies
- You are passionate about coaching and the development of people
Bonus Points:
- You have prior experience in B2B SaaS, fintech or a neobank
- You have SQL knowledge and experience applying it in data analysis
Research shows that women-identifying and other marginalized individuals tend to only apply when they meet 100% of the qualifications; if you don't have all the listed qualifications, we encourage you to apply anyway!
Our Commitment To You:
- Competitive salary and meaningful equity: Relay employees are Relay owners, complete with equity and a competitive salary.
- Comprehensive health benefits: enjoy full health benefits from day one. We offer flexible Health or Wellness Spending Accounts and medical, dental, and vision coverage for you and your dependents.
- Flexible vacation and time off: every team member starts with 15 vacation days and 5 flex days to use as needed, plus an extra week of office closure during the end-of-year holidays so you can take time off to recharge and come back better for our customers.
- Parental leave with top-up: we offer 12 weeks off with a 100% salary top-up for all full-time employees, regardless of location, and accessible for all parents: birthing, non-birthing, and adoptive.
- Hybrid work environment: we value meaningful collaboration and connection at our Vancouver office (WeWork) twice a week, with lunch, snacks, and beverages on us. We also enjoy time together in our Toronto office – you'll come to Toronto for onboarding, once a quarter, and for our summer and winter events (travel and accommodations are covered).
- Dog-friendly space: can dogs really make you happy and healthy? We don’t know for sure, but since we don’t want to chance it, our Toronto office is 100% floof-friendly.
- Personal and professional growth: through ongoing feedback, mentorship, and coaching, work with peers and leaders who are invested in your growth and success.
- Top-tier equipment: as a Mac-first company, our Toronto offices have everything you need to produce your best work comfortably, from multiple screens to ergonomic seating.
- Social connection: we believe in celebrating our wins with two annual company-wide get-togethers, quarterly team events, happy hours, and special events and networking opportunities with industry leaders.
We’re driving real change for small business owners, powered by truly remarkable people. At Relay, you’ll find the confidence to take changes, trust to take initiative, and the support you need to build a career you love. Here, we make sure every team member feels empowered to make big decisions, encourage to ask tough questions, and challenged to take risks that result in work we’re all proud of. We give you the baton–you run the Relay.
The Interview Process:
- Stage 1: A 30-minute Google Meets video call with a member of the Talent team
- Stage 2: A 45-minute Google Meets video call with the VP of People & Customer Experience. This is a chance for us to hear your story and share Relay’s story directly from the leader of the function. It’s a conversational session designed to explore alignment and mutual interest.
- Stage 3: A whiteboard session with our CX team in a 60-minute Google Meets video call. In this interactive session, you’ll dive into problem-solving as we build out the CX Ops team. It’s also a great opportunity to ask questions about our 2025 plans and upcoming priorities.
- Stage 4: A take-home case study followed by a presentation to our CX team in a 60-minute session. Join us at our Vancouver office to simulate real-life challenges at Relay in a collaborative case study. You’ll also have the chance to meet members of the CX team and get a feel for our office environment.
- Stage 5: A 45-minute Google Meets video call with a member of the Leadership team. This session focuses on hearing your story and learning what drives and inspires you. Life at Relay is more than just a job, so we want to learn about what motivates you and how we can make sure you do great work with us.
What’s Important to Us:
At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal-opportunity employer and we welcome people of diverse backgrounds, perspectives, and skills.
We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your People Team contact, and we will work with you to meet your needs.
