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 managementServe as the Salesforce subject matter expert for the CX teamOptimize tools and reporting systems for maximum efficiencyTrack and report on group KPI attainmentImplement and manage customer experience workflows and processesDesign and document standard operating procedures for CX processesCollaborate with other departments to ensure seamless customer experience) using scale approaches (marketing, AM’s, academy, product, and supportIdentify and implement opportunities for operational improvementsResponsible for OneVoice outbound effortRequirements:Requirements:4+ Years experience in CX operations, customer success operations, or project managementStrong knowledge of SalesforceExperience with process automation and workflow optimizationData analysis skills with the ability to translate insights into actionProject management capabilities for managing CX initiativesStrong understanding of customer experience metrics and KPIsProblem-solving mindset with attention to detailExcellent communication and collaboration skillsExperience with campaign management a plusKnowledge in Zendesk, Hubspot, Gong engage - Huge plusBachelor's degree in business, or related field preferredSome of our benefitsAtera 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 AteraAtera 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.