Operations Analyst

Summary

Join Vonage's Customer Operations Team as an Operations Analyst and contribute to enhancing the customer onboarding experience. You will work cross-functionally with the sales team to ensure optimal customer onboarding, liaising with various operational teams to find innovative solutions to customer problems. Key responsibilities include ensuring smooth operation of customer onboarding processes, building strong relationships with internal and external teams, proactively responding to customer queries, identifying process improvements, managing setup activities in dashboard systems, and automating manual processes. The role requires fluency in English, 3+ years of relevant experience (preferably in SaaS or tech), strong project management skills, process orientation, customer focus, and adaptability to a fast-paced global environment. Remote work is offered in Mexico City, Mexico. Sponsorship is not available.

Requirements

• Fluent in English, both written and verbal
• 3+ years of related experience, preferably in a SaaS or tech environment
• Technically savvy. You’re always thinking of ways to improve our way of working with the latest technology
• Experience with project management with exceptional ability to balance competing priorities
• Process oriented and adaptable. You can juggle multiple steps in complex process maps, whilst delivering on tight deadlines
• Customer focused, always thinking about how to improve tools and customers for your internal and external customer
• Comfortable in a fast pace, global & multicultural environment

Responsibilities

• Ensure smooth operation of all processes relating to customer onboarding
• Establish and maintain trusted and collaborative working relationships with internal and external teams to facilitate and accelerate the on-boarding processes, communicating effectively in writing and verbally
• Proactively respond to internal and external customer queries in a timely manner
• Actively identify process improvement areas and solutions, communicating findings with team and leaders where appropriate
• Manage set up activities in several dashboard systems, for our customers to go live with some of our products
• Help us transform and automate our manual processes into a best in class onboarding experience

Preferred Qualifications

• Familiarity with Zapier for automation
• JIRA and Salesforce experience
• Comfortable navigating G-Suite

Benefits

Remote work