CX Operations Specialist

Company.

An overview of the company:

Tab Commerce is a financial technology company providing the only corporate card and finance platform built for the restaurant industry. Restaurants generate over $1.5T in sales every year in the US, but 90%+ of it quickly goes out the door to cover expenses. Tab enables restaurants with the tools to control, automate, and save on their spending with the ultimate goal of helping them become more profitable. 

Tab was founded in 2021 by a team with experience across restaurants, finance, and technology. Tab has raised over $4M from top US firms including Toba Capital, Matchstick Ventures, and Mucker Capital. Today, Tab works with 1000s of restaurants from emerging groups to 100+ unit QSR groups across brands like Chip City Cookies, Tumble 22, Heidi's Brooklyn Deli, Talkin Tacos, and others.

Role.
 An overview of the opportunity:

As a Customer Experience Operations Specialist at Tab Commerce, you will fulfill a blended role as a customer support and customer operations specialist. Your primary role will involve managing customer support inquiries and ensuring that each customer receives informed and timely solutions. You will also oversee the onboarding process, helping customers transition smoothly to becoming active users of our platform.

As the founding member of the Customer Experience team, you will play a key role in shaping team infrastructure by developing processes, creating internal documentation, implementing and customizing internal tools, building performance reporting, and designing customer resources. This position offers a unique opportunity for professional growth as the team expands.

Responsibilities.
 Your responsibilities will include:

• Analyze and improve existing customer processes for both onboarding and ongoing support to eliminate inefficiencies
• Manage the implementation and customization of customer tools, such as CRM, chat, VoIP, customer feedback, and workflow software
• Build reporting and dashboards to monitor customer performance and team KPIs such as CSAT, NPS, response times, resolution rates, etc.
• Develop and enhance standard operating procedures and internal documentation
• Record and synthesize customer feedback to help inform product enhancements and strategy
• Create customer resources and content, including articles, in-app guides, videos, webinars, and presentations
• Collaborate with internal teams to analyze and enhance interdepartmental processes to improve the overall customer experience
• Assist in training new members of the Customer Experience team
• Submit monthly compliance reporting to third-party partners
• Facilitate customer onboarding by helping with account set up, user onboarding, user forms, and card issuing
• Provide customer training to ensure accounts become productive users of the platform
• Respond to all inbound support inquiries via chat, email, phone, and video conferencing in a timely manner
• Provide informed solutions and proactively follow up with customers within designated timelines
• Document all customer interactions using CRM software
• Meet KPIs related to customer activation, CSAT, response time, ticket resolution rates, etc.
• Other duties as assigned

Skills.
 We are looking for:

• Familiarity with customer success tools (CRM, chat, customer feedback, etc) and ability to customize and integrate them with one another
• Proficiency with analyzing large data sets and identifying trends and provide actionable insights to improve customer and team performance
• Excellent active listening skills, with the ability to understand and address customer needs effectively
• Adaptable and able to respond to a variety of personalities with professionalism and empathy
• Strong problem-solving mindset, focused on finding efficient and effective solutions.
• Detail-oriented and process-driven, with a keen eye for accuracy and improvement
• Highly organized, with exceptional project management skills and the ability to prioritize tasks in fast-paced environments
• Collaborative team player, committed to fostering a positive and high-quality work atmosphere
• Clear and concise communicator, able to simplify complex concepts for a wide audience
• Receptive to feedback and open to integrating new ideas to improve performance
• Passionate about continuously enhancing the customer experience

Experience.
 Candidates ideally have:

• 2-3 years of experience in a customer-facing role
• Bachelor's degree in related field