Customer Experience Operations Specialist

About GlossGenius GlossGenius is building an ecosystem enabling entrepreneurs to succeed.  We empower small business owners to focus on being creators, not admins, by offering a range of business management tools including booking and scheduling, marketing, analytics, payment processing and much more.  Tens of thousands of small business owners have chosen to rely on GlossGenius every day to run their entire set of business operations. With its powerful, intuitive platform, GlossGenius is some part a fintech company, some part an SMB software company, while its vibrant, distinguished brand makes it some part a consumer company. About the Role As a Customer Experience Operations Specialist, you’ll help foster a culture of wellbeing, engagement, and internal support for our global Customer Experience team. You’ll play an integral role in ensuring we continue to provide world-class support to our customers and scale efficiently. You’ll report to the CX Operations Manager and can be based remotely anywhere in the continental United States.  What You’ll Do Develop and maintain documentation for all internal processes Work with CX leadership to improve current processes (both tooling and manual) and the employee experience Use data to find opportunities to make the team more efficient Develop and analyze customized reports for the Customer Experience leadership team Help manage the CX tech stack and administer CX tooling Work with analytics to define and refine KPI reporting Work cross functionally to monitor CX forecasting and headcount needs Create and manage the customer experience work shift schedule to ensure full coverage What We’re Looking For 1+ year of work experience in an operations-type role, preferably in a fast-paced remote work environment  Experience managing multiple calendars + workforce shift scheduling Familiarity with Zendesk, Zapier, Iterable, Playlist, Playvox, Assembled, Slack, or Notion a plus! Advanced knowledge of Excel or Google Sheets preferred  Superb organizational skills and high attention to detail Strong written and verbal communication skills Benefits & Perks  Flexible PTO Competitive health & dental insurance options, with premiums partially covered by GG Fertility and adoption benefits via Carrot and Kindbody Generous, fully-paid parental leave policy 401k benefit - employees are eligible to contribute starting day 1 of employment Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses Pre-tax commuter benefits Dependent Care FSA Home office stipend Team Bonding opportunities - annual company retreat for entire team, plus virtual events throughout the year In order to enter the NY office or participate in any in-person events, all employees must show proof of vaccination against COVID-19. For those individuals who are unable to be vaccinated, GlossGenius will engage in an interactive process to determine a reasonable accommodation. At GlossGenius, we celebrate our differences and are committed to creating a workplace where all employees feel supported and empowered to do their best work. We believe this benefits not only our employees but our product, customers, and community as well. GlossGenius is proud to be an Equal Opportunity and Affirmative Action Employer. Benefits & Perks  Flexible PTO Competitive health & dental insurance options, with premiums covered by GG Generous, fully-paid parental leave policy Professional Development - employees receive a yearly stipend for approved learning and educational-related expenses One-time home office stipend Team Bonding opportunities - annual company retreat for entire team, plus virtual events throughout the year