As Customer Operations Executive at Glean, you'll help make our teams' jobs easier, encourage greater collaboration, and deliver delightful customer experiences through iterative improvement. Working with people, processes, systems, and data, you’ll be responsible for keeping day-to-day operations running smoothly, and will support the Customer Operations team in identifying requirements and implementing creative solutions.
This is an exciting time to join a growing team focused on improving service delivery and the customer journey. The team are driven to maintain Glean’s reputation for excellent customer service as the company scales, and are looking for someone who shares their passion and wants to make an impact. Please note this is a 6 month fixed term contract.
Reporting to the Customer Operations Project Manager, the role provides an excellent opportunity for the Customer Operations Executive to gain insight into all areas of Glean, in order to help us drive the right changes. Using your analytical skills and creative problem-solving, you’ll enable Glean to be increasingly future-ready and data-driven, as well as helping to identify key areas of improvement across the customer journey.
Assist the Customer Operations team in developing and implementing scalable processes that support the organisations’ longer-term goals.
Monitor and maintain tech stack integrations through Zapier and Zoho Flow.
Take a key role in cross-functional data quality improvement initiatives, working towards greater data portability, future system migration, and reliable reporting.
Engage with internal stakeholders across the business to gather requirements for systems, processes, and data.
Work with the Growth Operations Manager to scope, implement, and test solutions.
Support internal teams as necessary post go-live to problem solve and identify further areas of improvement.
Support with systems administration duties including setting up and deactivating users.
Assist with systems evaluation and test-driving.
Champion the customer experience and data literacy across the organisation.
Deliver regular project updates to stakeholders.
You will be a motivated team player with lots of ideas and a growth mindset. We are looking for someone who can demonstrate the following;
Excellent communication skills for interacting with the wider business.
Highly organised, with demonstrable experience of managing priorities in a dynamic environment.
Detail-oriented and capable of delivering a high level of accuracy.
Great analytical skills in order to analyse and report on data.
Prior experience in one of the following would be great, but not essential:
systems implementation / administration
technical / customer support
Industry experience working for a SaaS technology company would be advantageous, but isn’t essential.
Experience administering or implementing a SaaS tech stack, including CRM / MarComms tools (Zoho, HubSpot, Intercom, Salesforce, ActiveCampaign) is highly desirable.
Glean empowers learners with the confidence and ability to build useful knowledge in an age of information overload. Our inclusive learning technology is used by 100,000s of students to gain 21st century learning skills with a proven note taking process. We aim to reduce waste by helping learners to get more value from working with spoken language.
Our mission is to challenge how the world thinks about learning so that it’s more accessible, productive, and purposeful for all learners. Join our values-driven and growing team if you’re excited by our goal to change a million lives for the better.
As well as our mission to change our customers' lives for the better, having happy and engaged employees is also at the forefront of everything we do. Glean is proud to have a two star accreditation from Best Companies, meaning that we have ‘outstanding’ levels of employee engagement. Apply today to find out what makes Glean such a fantastic place to work!