Customer Experience Operations Manager
RouteThis is a Waterloo-based B2B SaaS business whose time has come to level up! We’re on a mission to intelligently automate customer support services with market leading software solutions that keep the modern, Wi-Fi connected homes of the future optimized.
Our products are changing the world of technical support and we are looking for amazing talent to join our team and help us revolutionize this $15 billion dollar industry.
Our Customer Experience team is growing, and we are searching for an Operations Manager that will be responsible for implementing, building, and maintaining the systems that RouteThis Customer Experience employees follow during the Customer Lifecycle. You will be given projects to standup our first CS system (Gainsight, Churnzero, etc.), set up tracking and reporting of KPIS, build/improve accurate health scoring and forecasting, monitor/report client usage insights and use this data to recommend relevant client programs/playbooks, and overall help align our team to data-driven insights and health scoring.
In this role you will:
Requirements
You bring to the table:
Do you feel like you’re able to tackle this role? Show us what you got! We absolutely don’t expect applicants to check off every box for any of our positions, and welcome you to apply if you feel like you are an excellent fit.
Who we are:
RouteThis is a fast-growing tech company that is changing the way ISPs and Smart Home companies handle technical support around the world. Instead of dealing with frustrating, long support calls where agents are unable to accurately identify issues, the RouteThis platform gives technical support teams the answers they need to immediately identify and resolve customers’ issues – or help customer to solve it themselves before even needing to call.
We are headquartered in the Waterloo Region and our customers are all over the globe.
If you want to work on the next generation of network diagnostics that provides a disruptive new approach for tech support teams, you should be working at RouteThis!
Benefits
Why RouteThis?
Please note: We thank all applicants for your interest in RouteThis. Only those applicants selected for an interview will be contacted. Agency calls will not be accepted.
RouteThis is an Equal Opportunity Employer and considers applicants for employment without regard to race, colour, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, provincial, or local law. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.
Job Type: Full-time
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