CX Automation Support Specialist

Responsibilities

• Administer daily Zendesk operations and upkeep, working closely with cross-functional servicing partners to deliver world-class customer service
• Troubleshoot operational issues, investigate root causes, and collaborate with servicing teams to implement solutions
• Identify and suggest improvements to operational processes that make servicing customer requests and the overall business more efficient and scalable
• Validate metrics and ensure tagging and fields needed for analytics are correctly implemented
• Maintain tools used by the client experience team, ensuring they are up-to-date, properly integrated, and delivering value to the organization
• Work with external partners to improve and update existing tools and processes
• Design and implement servicing workflows for various customer-facing teams
• Proactively identify and resolve process issues across servicing teams and within hand-offs between servicing and internal teams to ensure successful client outcomes
• Drive continuous improvement through regular review of processes, policies, and procedures, and the implementation of new tools and technologies as appropriate

Requirements

• Prior experience at a financial institution, preferably in customer experience or operations
• Experience in Zendesk is required
• High proficiency in Excel/Google Sheets, with experience in data analysis
• Ability to learn quickly and problem-solve on the fly with little guidance
• History of improving processes, methodologies, programs, or frameworks that increased team performance
• Data-driven and eager to learn new tools and technology
• Solution-oriented with an emphasis on fixing issues and processes
• Comfortable with building and customizing conversational experiences and expressing our brand’s voice through self-service
• Able to work cross-functionally
• A self-starter who can take action with minimal supervision and consistently deliver against deadlines and goals
• Passionate about improving and automating content to improve the customer experience

Compensation & Benefits

• New York City base salary: $82,500 - $99,000
• Eligible for variable compensation in the form of a company incentive bonus
• Medical, dental, and vision coverage; life and AD&D insurance; short- and long-term disability; infertility support and WPATH-aligned transgender health benefits; EAP; transit benefits and FSA/HSA options
• Equity for all employees, including new hire and refresher grants
• Flexible paid time off, paid parental leave, and a fully paid four-week sabbatical in your sixth year
• Company-paid professional coaching for all employees
• Day-one 401(k) match plus matching on qualified student loan payments