Customer Experience (CX) Operations Specialist

Loopio

Toronto, CA
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/01/2021
  • Website: loopio.com
  • Company Address: 720 King Street West Suite 825, Toronto, ON, M5V 2T3

About Loopio

Loopio’s RFP response software streamlines the way enterprises respond to RFPs, RFIs, and Security Questionnaires. Our platform makes sales content accessible and enables collaboration across the organization.

Job Description

Loopio is a workplace that unleashes learning & growth opportunities for our Loopers. We provide autonomous, challenging work that allows each employee to master their craft. We attract and retain people who are naturally curious, have grit and are eager to grow and build their careers. At Loopio, we genuinely support each other, because true success comes from working as #oneteam. We root for each other’s success and always remember to take time to celebrate, have fun, and Get Loopi!
 
Revenue Operations at Loopio serves as the connective tissue across the organization, owning the key systems and designing holistic processes to support our ambitious growth. With high visibility, and the ability to drive impact cross functionally - our small but mighty team supports both internal and external customers through systems, data and processes. With customer satisfaction at the core of how we operate, this role is critical for the business. We are looking for a curious Customer Experience (CX) Operations Specialist that is passionate about optimizing the customer journey and a deep desire to help our team continue to make an impact across the organization!

What You'll Be Doing

    • Partner with the CX teams to understand the Loopio Customer Journey and identify opportunities to improve the customer experience
    • Build and maintain low-touch and automated programs to track, enable, and support key customer milestones
    • Analyze and administer the CX stack by identifying technology gaps, optimizing current system features, and encouraging process adoption
    • Liaise with Sales and Product to provide a collaborative environment that drives towards expansion, retention and delivers on customer needs.
    • Ensure that business and customer data flows into various tools, providing a single-source-of-truth of the customer’s relationship with Loopio
    • Work with the Revenue Operations Specialist and Analyst to deliver end-to-end solutions that support the key objectives of our Go-To-Market teams
    • Support end-user troubleshooting across our CX teams, including system bugs, data corrections, and user enablement

What You'll Bring to the Team

    • Proficient in administering Salesforce and/or CX tech (Gainsight, Zendesk etc.). Additional certifications are a plus!
    • Understanding of SaaS, and key metrics used to track and measure customer satisfaction.
    • Excellent communication skills and the ability to act as a key partner with team members from across the company.
    • Process oriented with a technical mindset who is able to remain focused, get creative, and deliver top-quality solutions.
    • Experience working cross functionally with Sales, Marketing, Customer Experience, Finance and Product teams. 
    • Passionate about the customer journey, constantly curious about new technologies, and the desire to be an operations super star!

Where You'll Work

    • Loopio is a remote first workplace that operates under a Hub Region Model. We recognize the advantages and flexibility of working remotely and we integrate that into the way we work! 
    • Right now, Loopio has one central Hub which is our Toronto Hub Region and our teams  mostly work regular business hours in the EST time zone.
    • Loopers and future-Loopers can live anywhere within a 300km/185 mile radius of Toronto (within Ontario).
    • You’ll collaborate with your team largely remotely - we’re all just a Zoom call away! 
    • Loopio headquarters is at our beautiful Kensington Market office in downtown Toronto.
    • When it’s safe to do so again, you’ll have the option of working where you work best - whether that be majority at home or hot-desking at the office whenever you’d like. When we are able to do so, we will also have the opportunity to make in-person connections at our Toronto office or during organization-wide events such as our Annual Retreat or Loopicon.

Why You'll Love Working at Loopio

    • Your manager will support your development by providing ongoing feedback, 1-on-1s, career planning and performance reviews 
    • You will have tons of autonomy and responsibility - this role will give you the opportunity to try new and creative things and push boundaries
    • You’ll learn more than you thought was possible; our team is obsessed with personal and professional growth 
    • You’ll have a piece of the pie; every Loopio employee participates in our stock option plan!
    • You’ll participate in a health and benefits plan that kicks in on day one!
    • The career growth opportunities are endless at a successful, high-growth company
    • You’ll be a part of Deloitte's Technology Fast 50 list 2020 and the Fast 500 list 2020!
Loopio is an equal opportunity employer that is deeply committed to building equitable workplaces that are diverse and inclusive. We actively encourage candidates from all backgrounds to consider us as a future employer. Please contact a member (Diane or Yeniffer) of our Talent Experience team ([email protected]) should you require accommodations at any point during our virtual interview process.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.