Customer Experience Operations Specialist

Overview

At StickerGiant, every sticker has a story. We’re a Boulder, Colorado-based eCommerce company that makes custom stickers and product labels for small businesses and organizations. Founded over 20 years ago, StickerGiant pioneered online sticker sales and continues to set the industry standard. Our mission is simple: deliver high-quality products, fast service, and unparalleled customer service. We are guided by our core values: Customer Focus, Growth Mindset, Execution, Trust, and Accountability. We celebrate diversity in all its forms, creating an inclusive environment where everyone thrives. Join us in turning creativity into reality, one sticker at a time! StickerGiant is proudly backed by Ares Management, a top private equity firm.

We are looking for an exceptional Customer Service Operations Specialist to support our customer service operations. The ideal candidate will have a proven track record in enhancing customer service capabilities, ensuring high levels of operational efficiency, and driving the adoption of best practices in tools and technology. This role is crucial for maintaining our commitment to exceptional customer service and supporting our growth as a $30M direct-to-consumer company.

As the Customer Service Operations Specialist, you will play a crucial role in enabling our customer service team to deliver exceptional support. You will be responsible for providing the necessary tools, technology, and best practices to enhance their capabilities, while also monitoring and improving software performance. Your technical expertise and strategic insights will be essential in resolving issues, implementing and managing technology, and developing strategies to enhance our contact center operations. You’ll measure and analyze key metrics, such as response times, automatic resolutions, customer contact drivers/rates, cost per contact and customer satisfaction ratings.

You will thrive in this role if you have a passion for optimizing customer service operations and a knack for leveraging data and technology to deliver a great customer experience. You excel in analyzing data and translating insights into actionable strategies that drive improvement. You enjoy problem-solving and are adept at resolving technical issues swiftly. Collaboration is your strength, and you can effectively communicate and work with cross-functional teams. You are proactive, detail-oriented, and capable of juggling multiple tasks in a fast-paced environment.

If you have a commitment to continuous improvement, a drive to make a tangible impact and a passion for customers, we want to hear from you!

Position Schedule

● Full-time, exempt role

● Hybrid work environment

● 40 hours/week: Monday-Friday 9am - 5pm MST, with flexibility to work ex normal business hours based on business needs

Responsibilities

• Support Role: Enable the customer service team by providing the necessary tools, technology, and best practices to enhance their capabilities and output
• Performance Monitoring: Track and evaluate performance metrics, providing insights and recommendations for improvement
• Technology Utilization: Utilize ZenDesk, AI and other contact center software to manage workflows, track performance, and analyze data
• Strategy Development: Develop and implement contact center technology and operations strategies to improve processes and enhance efficiencies
• Issue Resolution: Assist in resolving customer service issues by providing technical support and guidance
• Maintenance and Support: Oversee the ongoing maintenance and support of contact center technologies and operations
• Reporting: Standardize and prepare regular performance reports for senior management, highlighting key metrics and areas for business improvement
• Training and Development: Assist in the training and development of CSAs as modern technology and processes are implemented

Qualifications

• $65K - $80K
• Bachelor's degree in business, Operations, Analytics, or a related field
• 5 years of experience in a contact center or senior customer service role, with extensive experience using ZenDesk
• Familiarity with AI-driven customer service tools like chatbots and virtual assistants
• Proficient in data analysis, reporting, and visualization tools
• Customer-focused mindset, ability to work independently with a proactive approach to improving processes
• Excellent communication skills and interpersonal abilities, strong problem-solving skills, and proficiency in contact center software and CRM systems.
• Outstanding attention to detail and a passion for data accuracy and quality

Additional Qualifications and Skills

• Certified Contact Center Manager (CCCM) or Certified Customer Service Manager (CCSM)
• ITIL Certification for managing IT service delivery
• Experience with CRM systems beyond ZenDesk, such as Salesforce or HubSpot
• Knowledge of VoIP systems and telephony integration

Why StickerGiant?

• Flexibility: Hybrid work environment with flexible PTO
• Excellent Health Benefits: Health, dental, vision offered at reduced rates. Options for PPO or High Deductible for health coverage. High-deductible plan enrollees receive an annual company contribution towards your HAS.
• Life insurance and short-term disability insurance covered at 100%
• Voluntary benefits: include accident and critical illness, long-term disability, identity theft insurance
• Employee Assistance Program
• Paid Leave: Paid parental leave for employees who qualify for FMLA
• 401(k): StickerGiant contributes 5% as follows: a guaranteed 3% contribution additional match up to 2% of your contribution
• Professional Growth: Opportunities for certifications, conferences, and tailored career development plans.

We care a great deal about creating an environment where all Giants can bring their whole selves to work and to provide all candidates with an equitable, inclusive and accessible recruitment process in alignment with our values. At StickerGiant, we provide Equal Employment Opportunity (EEO) to all persons regardless of age, race, national origin, citizenship status, political opinion, social group, ethnic origin, marital status, union affiliation, union sympathy, physical or mental disability, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. This policy applies to all conditions of employment including recruitment, hiring, promotion, termination, leaves of absence, compensation, and training. If you prefer accommodation during the recruiting process, or you have feedback about your candidate experience at StickerGiant, please contact the People Culture team.

Salary : $65,000 - $80,000