Customer Success Operations Specialist

Relay, a Raleigh-based tech startup, is poised to revolutionize communication by empowering frontline workers. Our mission is both meaningful and ambitious. We recognize that frontline workers are the backbone of our economy, and we are committed to creating a device and cloud platform that enhances their efficiency, safety, and overall experience. Our innovative cloud solution leverages real-time communication, location data, and powerful insights, setting the new standard for frontline work. At Relay, we've pioneered an entirely new product category, comprising a robust, internet-enabled smart device and accompanying software suite. This breakthrough technology is already disrupting the B2B handheld radio industry and elevating the capabilities of frontline workers in various sectors. With proven product-market fit and a user-centric design that addresses genuine customer pain points, we are expanding our Customer Success team to support and drive our remarkable growth and hiring for a Customer Success Operations Specialist.

This role will be based in our North Hills, Raleigh, North Carolina HQ and we work in a hybrid model with 3 days in the office (M-W-F), 2 days remote.  

Overview:

As a Customer Success Operations Specialist at Relay, you will play a crucial role in supporting various operational functions, including customer success and support. You will be responsible for managing and iterating on systems and processes to enhance the efficiency and effectiveness of our operations function, as well as supporting content development for internal and external customers. This role requires a blend of technical expertise, problem-solving & communication skills, and a deep understanding of operational principles.

Primary Responsibilities:

• Manage operational systems, tools, and related processes, including our CRM, ticketing system, customer success platform, content management, and communication platforms.
• Collaborate with cross-functional teams to understand requirements and implement solutions that streamline workflows and enhance productivity.
• Develop and optimize processes for onboarding, training, and supporting Customer Success team members across different operational functions such as billing and support.
• Provide technical support and troubleshooting assistance to various internal teams, resolving issues in a timely manner.
• Analyze data and metrics to identify trends, track key performance indicators, and drive insights for continuous improvement.
• Develop and maintain internal and external knowledge base content, ensuring accuracy, accessibility, and relevance of information.
• Collaborate with cross-functional teams to gather and organize knowledge assets, including documentation, FAQs, and best practices.
• Implement processes and tools to facilitate knowledge sharing and dissemination across the organization and with external stakeholders.
• Stay current on industry trends and best practices in operations to suggest innovative solutions.

Required Qualifications:

• Bachelor's degree in a relevant field or equivalent work experience.
• Proven experience in systems administration, preferably in a SaaS environment.
• Strong technical skills with proficiency in CRM systems (e.g., Zoho CRM, Salesforce, etc.), ticketing systems (e.g., Zoho Desk, Zendesk, etc.), knowledge management platforms, and collaboration tools (e.g., Slack).
• Excellent problem-solving and analytical abilities with a keen attention to detail.
• Strong written and verbal communication skills with the ability to explain technical processes or instructions to non-technical audiences.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Proactive attitude with a desire to learn and adapt to new technologies and processes.
• Ability to thrive and react to changing business needs within a startup environment.
• Project management experience and HTML experience is preferred but not required.

About us: company, culture & perks:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (best work in my life).
It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits means you'll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future. 

At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits 
• Generous Paid Time Off 
• 401(K) Savings Plan + Company Match
• Connection and Wellness benefits and programs
• Baby Cash Cost Assistance + Paid Parental Leave
• Phone, Fitness Tracker or Home Gym Equipment - annual credit towards a fitness tracker or other workout equipment
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role