Lead - Customer Engagement
FreshBooks- Full Time
- Junior (1 to 2 years)
Candidates should possess a Bachelor’s degree in a related field, along with at least 7 years of experience in operations management, preferably within a customer experience or SaaS environment. Proficiency in Atlassian products (JIRA, Confluence), Snowflake, Looker, Excel, and Google Suite products is required. Strong analytical and problem-solving skills are essential, as is the ability to thrive in an ambiguous environment and quickly learn new technologies.
The Customer Experience Operations Manager will establish and improve operational frameworks for the Customer Experience team, focusing on Customer Business Review Optimization, including building a process for creating business review decks, maintaining a metrics dashboard, and aligning with XFN partners. They will also support cross-functional initiatives to streamline data flow between teams and analyze team efficiency and production, ensuring proper tracking setup and projects are in place to enhance IC productivity. Furthermore, this role involves taking on ad hoc requests from CX leadership for analysis and reporting.
Real-time fraud detection and prevention platform
Sift provides a platform focused on detecting and preventing online fraud in real-time, catering to clients in e-commerce, fintech, and digital marketplaces. The platform uses machine learning and artificial intelligence to analyze large datasets, allowing it to identify fraudulent activities effectively. One of its standout features is dynamic friction, which ensures that genuine users have a smooth experience while preventing fraudsters from accessing services. Sift's business model is subscription-based, with fees that depend on transaction volume and service level. Additionally, Sift offers services like chargeback management and dispute resolution, which add further value to its offerings. The company's goal is to enhance digital trust and safety for businesses by providing tools that help them make informed decisions and protect against fraud.