Operations Efficiency Associate – Customer Experience
hace 4 días
What is Embat? Embat is one of the fastest-growing startups in Europe, founded in 2021 to revolutionize how medium and large-sized enterprises manage their finances and cash flow in real time. Our mission is to create a SaaS product that leverages advanced technology and delivers an outstanding customer experience, enabling companies to make faster, better-informed financial decisions — improving efficiency by more than 100x compared to Excel. We are a diverse team of 100+ members, backed by top international investors, aiming to go global and make Embat an exceptional place to work. In February 2024, we completed our third funding round of €15 million, led by the renowned international fund Creandum, alongside Samaipata, 4Founders Capital, and VentureFriends. What are we looking for? We are looking for an Operations Efficiency Associate – Customer Experience to help our CX team achieve operational excellence through smarter processes, automation, and technology. This role is key to improving service delivery, reducing resolution times, and maintaining our industry-leading customer satisfaction (CSAT) score above 90%. You will work cross-functionally with Product, Tech, and Customer Success teams to design scalable solutions that make our customer journey faster, smoother, and more efficient. What will you do? Analyze end-to-end customer experience workflows to identify bottlenecks and inefficiencies. Design and implement solutions that improve case handling speed, automation, and quality. Collaborate with the CX team to define success metrics and monitor performance. Leverage AI tools, automation systems, and data analytics to enhance productivity and customer experience. Document and standardize best practices across tools, workflows, and customer engagement channels. Conduct root-cause analyses on recurring customer issues and recommend process or product improvements. Partner with Product, Tech, and Customer Success to drive systemic improvements in the customer journey. Train and upskill the CX team on new tools, workflows, and efficiency techniques. Your main objectives Reduce average case resolution time. Maintain or exceed a 90% customer satisfaction (CSAT) score. Increase automation of repetitive customer interactions. What are we looking for? Bachelor’s degree in Business Administration, Operations, or a related field. 1–2 years of experience in operations, consulting, process improvement, or CX analytics in a B2B SaaS environment. Strong analytical and problem-solving skills; ability to turn data into actionable insights. Proficiency with tools such as Zendesk, Intercom, or Freshdesk. Experience with workflow automation (Zapier, Make, OpenAI APIs, etc.) is a plus. Excellent communication and stakeholder management skills. A continuous improvement mindset and strong attention to detail. What comes with working at Embat? A platform to reach your professional and personal goals. Competitive salary based on responsibilities and project scope. Hybrid working model & flexible schedule. Access to private health insurance through Sanitas. Salary on demand, restaurant and transport cards, and kindergarten checks through Payflow. Career progression with biannual performance reviews. An opportunity to collaborate with founders with over a decade of experience at J.P. Morgan and a team of professionals from banking and high-growth startups. Regular team-building events and 360º development opportunities through sponsored conferences and internal / external talks. #J-18808-Ljbffr
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