Offer summary

Qualifications:

Fluent in English, both written and verbal., 3+ years of related experience, preferably in a SaaS or tech environment., Technically savvy with a focus on process improvement and automation., Experience with project management and ability to balance competing priorities..

Key responsabilities:

Ensure smooth operation of all processes relating to customer onboarding.

Establish and maintain collaborative relationships with internal and external teams.

Proactively respond to customer queries in a timely manner.

Identify process improvement areas and manage setup activities in dashboard systems.

Job description

Join Vonage and help us innovate cloud communications for businesses worldwide!

Why this role matters:

We are looking for an Operations Analyst to join our Customer Operations Team. This role works cross functionally with our sales team to ensure that customers are onboarded in the best possible way. You will liaise with different operational teams, finding innovative solutions to customer problems. The Customer Operations team is a global team centered on enhancing the customer onboarding journey. We’re action-oriented, attentive to detail, and always finding ways to improve ourselves.

Your key responsibilities:

Ensure smooth operation of all processes relating to customer onboarding
Establish and maintain trusted and collaborative working relationships with internal and external teams to facilitate and accelerate the on-boarding processes, communicating effectively in writing and verbally
Proactively respond to internal and external customer queries in a timely manner
Actively identify process improvement areas and solutions, communicating findings with team and leaders where appropriate
Manage set up activities in several dashboard systems, for our customers to go live with some of our products
Help us transform and automate our manual processes into a best in class onboarding experience

What you’ll bring:

Required:

Fluent in English, both written and verbal
3+ years of related experience, preferably in a SaaS or tech environment
Technically savvy. You’re always thinking of ways to improve our way of working with the latest technology
Experience with project management with exceptional ability to balance competing priorities
Process oriented and adaptable. You can juggle multiple steps in complex process maps, whilst delivering on tight deadlines.
Customer focused, always thinking about how to improve tools and customers for your internal and external customer
Comfortable in a fast pace, global & multicultural environment

What we consider a plus:

Familiarity with Zapier for automation
JIRA and Salesforce experience
Comfortable navigating G-Suite

Where you will work:

This position offers a remote work arrangement based out of Mexico City, Mexico.

Sponsorship is not available. Legal authorization to work in Mexico is required. We are unable to sponsor individuals for employment visas, now or in the future, for this job opening. #LI-HB

There’s no perfect candidate. You don't need all the preferred qualifications to make a valuable impact on our team. Our employees and customers come from diverse backgrounds, so if you're passionate about what you could achieve at Vonage, we'd love to hear from you.

Who we are:

Vonage is a global cloud communications leader. And your talent will further help brands - such as Airbnb, Viber, WhatsApp, and Snapchat - accelerate their digital transformation through our fully programmable-based unified communications, contact center solutions, and communications APIs. Ready to innovate? Then join us today.

Note: The purpose of this profile is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. Assignments may differ for individuals within the same role based on business conditions, departmental need or geographic location.

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