CX Operations Specialist

As our CX Operations Specialist, you'll be responsible for managing and optimizing the tools, processes, and systems that power Atera's customer experience. You'll work closely with the CX Squad Team Lead to manage the customer experience technology stack, automate processes, optimize reporting, and ensure the team meets its KPIs. Your role is crucial in scaling our customer experience operations efficiently.

Responsibilities:

• Lead process automation and campaign management
• Serve as the Salesforce subject matter expert for the CX team
• Optimize tools and reporting systems for maximum efficiency
• Track and report on group KPI attainment
• Implement and manage customer experience workflows and processes
• Design and document standard operating procedures for CX processes
• Collaborate with other departments to ensure seamless customer experience) using scale approaches (marketing, AM’s, academy, product, and support   
• Identify and implement opportunities for operational improvements
• Responsible for OneVoice outbound effort

Requirements:

• 4+ Years experience in CX operations, customer success operations, or project management 
• Strong knowledge of Salesforce 
• Experience with process automation and workflow optimization
• Data analysis skills with the ability to translate insights into action
• Project management capabilities for managing CX initiatives
• Strong understanding of customer experience metrics and KPIs
• Problem-solving mindset with attention to detail
• Excellent communication and collaboration skills
• Experience with campaign management a plus
• Knowledge in Zendesk, Hubspot, Gong engage - Huge plus
• Bachelor's degree in business, or related field preferred

Some of our benefits

Atera is highly collaborative and yes, fun! To support you at work (and outside of it too) we offer some fantastic perks: Generous time off to relax and recharge, community volunteering days, an annual budget to support your learning & growth, ample time to learn from your teammates, fun events and overnights, and lots more!

More about Atera

Atera is transforming IT management with Action AI™—an Agentic AI technology that proactively and autonomously manages and optimizes IT environments. Atera’s all-in-one platform consolidates RMM, helpdesk, ticketing, and automation, empowering IT teams and MSPs to efficiently manage and protect infrastructure, automate tasks, and boost service quality by reducing downtime and improving SLAs. Trusted by over 12K customers in 120+ countries, Atera offers a scalable solution with per-tech pricing and unlimited devices, enabling organizations to drive growth and maximize organizational efficiency.