Customer Operations Coordinator

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BibliU

πŸ“Remote - Worldwide

Summary

Join BibliU as a Customer Operations Coordinator and support our Customer Operations Managers and Head of Customer Operations. You will be the primary point of contact for customers, managing renewals, profitability, and account health. This role blends internal operational tasks with external customer interaction, including regular meetings, booklist management, and platform training. During peak implementation seasons, you'll be heavily involved in booklist/order management and onboarding activities. The position requires strong customer service, data analysis, and communication skills. This is a 3-month fixed-term contract (maternity cover) with the possibility of extension.

Requirements

  • Possess 1-2 years of hands-on experience in direct customer interactions
  • Be proficient in spreadsheet analysis and CRM management
  • Have 1-2 years of experience in using Microsoft Excel or Google Sheets, skilled in performing tasks like index matches and pivot tables, transforming data into meaningful insights
  • Be a hardworking, goal-oriented individual who thrives both independently and collaboratively
  • Have 1+ years of hands-on experience in customer-facing roles
  • Understand the importance of customer satisfaction and engagement

Responsibilities

  • Representing BibliU for each of our customer accounts
  • Meeting with customers to handle day-to-day requests, such as platform related questions and booklist management
  • Training customers on the BibliU platform and integrations
  • Helping to spread awareness of BibliU across your assigned customer accounts through onboarding and training exercises
  • Troubleshooting and providing white glove support and service, particularly during the beginning of each implementation season
  • Assisting faculty, deans, and execs with using BibliU proprietary software during transition periods for a seamless experience post transition
  • Coordinating and assisting the assigned Ops Manager and Bookstore Manager with the customer booklist and booklist related requests
  • Working internally to action customer requests; such as pricing requests, requesting eBook setup, working with operational teams to resolve day-to-day customer issues/queries
  • Assisting with operational work associated with customer renewal and growth opportunities

Preferred Qualifications

  • Have previous experience in a startup or scale-up environment
  • Have an interest in SaaS businesses
  • Be intrigued by the startup and investor-funded company landscape

Benefits

  • 35 holiday days per year
  • Your birthday off
  • 12 scheduled company wellness Fridays off per year
  • Enhanced medical, vision & dental insurance (BibliU covering 70% of the premium) plus other employee benefits (BibliU covering 60% of all monthly premiums)
  • Slavik 401k plan (Company Match: 100% of the first 3%; 50% of the next 2%)
  • Enhanced maternity & paternity allowance
  • Flexible working hours
  • Work-from-home allowance
This job is filled or no longer available