We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can't live without.
As the Platforms & Automation Analyst on Wave’s Customer Success team, you will work with a diverse team responsible for developing, executing, and optimizing our platforms in support of CS & business goals. You will ensure that customers and internal team members can access the technology they need to deliver on Wave’s mission to help micro-business owners thrive.
Reporting to the Lead, Platforms & Automation, this tooling-focused role on the Customer Success team will help scale our technology, enhance agent performance, and continuously improve and innovate the customer experience through automation, bot-experience, and a consistent feedback loop back to product driving constant improvement.
Here’s How You Make an Impact:
- Zendesk/Platforms administrative duties: Creation and maintenance of automations to support our customer-facing teams; troubleshoot issues; CS support
- Platforms Configuration: You will be part of a team that is implementing, updating, maintaining and suggesting improvements to tools (e.g. Zendesk, Ada, Surfboard, etc.)
- Cross-Collaboration: Act as the key platforms relationship contact within Customer Success to resolve operational issues or escalations. Work directly with CS leadership to provide insights and driving process improvements.
- Customer Success Enablement: Provide insights around enhancing our Platforms capabilities in support of company goals. Work with the Training team to support change management, and training on new processes and/or automations.
- Collaboration & Cross-Functional Coordination: Collaborate closely with Data Operations, Data & Analytics and other cross-functional teams to ensure knowledge sharing on how to best pull data, and work together on reporting for CS insights.
- Reporting & Analytics: Experience with Zendesk Explore, Looker, SQL, etc. to help drive improvement through CS insights. Data tables/Redshift knowledge an asset. Use data and customer feedback to evaluate the impact of automations and make continuous data-driven improvements aligned with business goals.
You Thrive Here By Possessing the Following:
- 1+ years of experience managing platforms; preferably Zendesk and Ada
- Excellent written and verbal communication skills, with the ability to work cross-functionally with a variety of teams and stakeholders
- Proven ability to develop automations, manage platforms effectively, and enable support teams via technology.
- Experience in creating scalable processes and implementing best practices for platform management and success enablement.
- Data-driven mindset with experience in using metrics and analytics to drive improvements.
At Wave, you’re treated like the incredible human being you are.
Work From Where You Work Best: We will always have a welcoming, energizing, and world-class office (in Toronto) with a space for you. Or, if you’re more comfortable working from home, the choice is yours.
We Care About Future You: You will stretch yourself and you will grow at Wave. You will also be supported on this journey with diverse learning experiences, educational allowances, mentorship, and so much more.
We Support the Full You: We make a serious investment in your health & wellness. When we think about benefits we think about body, mind, & soul and we take this stuff very seriously.
We Take Care of the Fundamentals: Fair compensation, all the office perks you’d want, and the various goodies you’d expect from a growing tech company. This is the obvious stuff, but we don’t want you to think we forgot!
We believe that a diverse and inclusive culture creates the best workplace. We embrace our differences, value individuality, and the broad spectrum of every Waver's skills and abilities. We challenge each other from a place of respect and pursuit of continuous growth. We trust each other and encourage everyone to bring their authentic selves to work, everyday. As Wavers, our voices matter, our opinions are met with an open mind. The best ideas win, no matter whose they are. Contributing to an inclusive culture is a part of all of our job descriptions.
We’ve been continuously recognized as one of Canada's Top Ten Most Admired Corporate Cultures and one of Canada’s Great Places to Work in categories including Technology, Millennials, Mental Health, Inclusion and Women.
Are you ready to be a Waver? Join us!
