Success Operations Specialist

Summary

Join Jobber's Customer Success Operations team as a Success Operations Specialist and drive improvements in the Support Contact Center and Success Onboarding teams. Leverage data, process, and technology to reduce friction, optimize workflows, and enhance team performance and customer experience. Collaborate with cross-functional stakeholders, refine and scale tools (Salesforce, Service Cloud), and introduce AI-driven initiatives. Manage operational requests, prioritize workstreams, and create efficient processes. Support reporting and analysis, partnering with various teams to provide insights. Continuously identify and recommend improvements to workflows and data hygiene. This role requires exceptional organizational skills, Salesforce/Service Cloud proficiency, an AI-forward mindset, and strong communication and analytical skills.

Requirements

• Exceptional Organizational Skills: You have a natural ability to manage multiple priorities, stay on top of a dynamic workload, and create structure where it doesn’t exist. You’re deeply organized, self-directed, and capable of designing and maintaining systems that keep operations running smoothly
• Salesforce / Service Cloud Proficiency: Intermediate to advanced experience with Salesforce, including a strong understanding of Service Cloud in a contact center context. SF Admin certification completed or in progress
• AI-Forward Mindset: Experience using AI tools to drive productivity and workflow improvements, with a proactive interest in identifying future applications
• Support Contact Center Expertise: You understand omni-channel environments and concepts such as skill-based routing and escalation workflows. You also have an understanding of contact center metrics such as AHT, ACW, FCR, SLO, ABA, etc
• Data-Informed Decision Making: Strong analytical skills with intermediate to advanced experience in Google Sheets (pivot tables, formulas, data manipulation)
• Strong Communication Skills: Ability to distill and communicate complex information to diverse stakeholders in a clear and actionable way
• Execution-Oriented: You have a bias for action. You prioritize effectively, take initiative, and follow through to execution
• High Collaboration & Emotional Intelligence: You build trusted relationships with both frontline team members and senior leaders, balancing empathy with problem-solving
• Agility & Adaptability: Comfortable pivoting quickly in a fast-paced environment while maintaining focus and clarity of direction

Responsibilities

• Leverage AI Thoughtfully: Identify opportunities to integrate AI into workflows and reporting, and support teams in adopting and scaling AI-driven solutions
• Intake & Prioritization Management: Own and maintain intake processes for operational requests from across the organization. Track, triage, and organize incoming workstreams, requests, and initiatives to ensure clarity, prioritization, and timely execution
• Drive Operational Efficiency: Collaborate with Success Leadership to create, refine, and operationalize processes and procedures that streamline how we deliver support and service
• Evolve Tooling & Tech Stack: Assist with the evaluation, implementation, and ongoing optimization of tools like Salesforce, Service Cloud, Intercom, Assembled, and other contact center solutions, ensuring they meet the evolving needs of the team
• Reporting & Analysis: Support the health and evolution of dashboards and reports by partnering with Success, Analytics, and Data teams to bring insights forward
• Cross-Functional Collaboration: Work closely with Enablement, Revenue Operations, Customer Onboarding, Analytics, Marketing Operations, and other departments to align efforts and reduce friction across the customer journey
• Continuous Improvement: Identify gaps in workflows or data hygiene, escalate risks appropriately, and proactively recommend improvements

Preferred Qualifications

• Experience with SQL or a working understanding of querying and database concepts
• Familiarity with workforce management and customer communication tools such as Textline, Zoom, Gong, Calendly, Slack, TextExpander, cloudHQ, HubSpot, Assembled, Intercom, and others
• Exposure to Agile methodologies or experience working within sprint cycles

Benefits

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options
• A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family