Customer Success Operations Lead at Qualia

Austin, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Real Estate, Technology, SaaSIndustries

Requirements

Deep, hands-on experience with Zendesk administration, including advanced configuration of triggers, automations, workflows
Zendesk Power User Expertise

Responsibilities

Own all aspects of Zendesk configuration, optimization, and expansion, including building and maintaining complex workflows, integrations, triggers, automations, macros, and designing scalable custom fields, forms, and reporting structures for a unified deployment that includes multi-brand architecture, customer content, workforce management, and telephony
Continuously refine Zendesk and ancillary systems to improve agent productivity and the customer experience, building sophisticated reporting dashboards and performance metrics that provide actionable management insights to answer day-to-day questions, support regular performance reviews, and unearth opportunities for improvement
Proactively research, test, and deploy new solutions and workflows across our customer success organization
Experiment with and stay current on emerging CS and AI technologies (especially in the world of support), assessing their potential for Support and Services applications
Analyze trends and drivers of support volume to consistently identify opportunities for reduction through intelligent automation, AI-powered insights, and process optimization
Proactively analyze support organization performance and translate findings into actionable insights and recommendations for tactical improvements and strategic planning
Act as the go-to Zendesk operations expert for multiple groups across our two brands, Qualia and Resware
Serve as a proactive partner and leader to the Customer Success, RevOps, and CS Operations teams

Skills

Zendesk

Revenue Operations

Customer Success Operations

Workflow Optimization

Technical Architecture

AI Governance

Quality Control

Technical Roadmap

Stakeholder Collaboration

Qualia

Business intelligence and data visualization solutions

About Qualia

Qualia Data Sciences focuses on providing business intelligence and data visualization solutions to enhance business operations through advanced analytics. Their main products include BusinessQ, which offers tools for data discovery and visualization, and Seery, an AI-driven platform that aids in data-driven decision making. They also create specialized analytics applications for Clover POS systems, which generate detailed reports and dashboards for various operational and payment processing needs. Qualia primarily serves clients in the US and Europe, but is open to forming global partnerships. Their revenue model is based on software licensing and service fees, with income generated from subscriptions and custom analytics solutions.

Zagreb, CroatiaHeadquarters

2015Year Founded

N/ACompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1-10Employees

Benefits

Health Insurance

401(k) Retirement Plan

Commuter Benefits

Professional Development Budget

Parental Leave

Unlimited Paid Time Off

Risks

Emerging AI-driven analytics platforms offer similar services at lower costs, threatening market share.

Rapid AI technology evolution may outpace Qualia's offerings, requiring continuous innovation.

Data privacy concerns and regulations in the US and Europe could impact data collection.

Differentiation

Qualia offers specialized analytics apps for Clover POS systems, enhancing payment processing insights.

BusinessQ provides comprehensive data discovery and visualization tools for diverse business needs.

Seery, an AI-driven platform, supports data-driven decision making for businesses.

Upsides

Increased demand for AI-driven analytics in retail boosts Qualia's market potential.

Growing interest in real-time data visualization tools among SMEs benefits Qualia's offerings.

Expansion of cloud-based business intelligence solutions aligns with Qualia's product strategy.

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