Customer Support Ops Architect, Optibus
6 Months Fixed-Term Contract
3 days a week in office
Software for mass-transit planning & scheduling
Be an early applicant
Software for mass-transit planning & scheduling
201-500 employees
Be an early applicant
3 days a week in office
201-500 employees
Company mission
To be the modern operating system for mass transportation.
Role
Who you are
- 3-4+ years of experience in CS Operations, Revenue Operations or Data Analysis in the SaaS industry
- Technical Stack: Proven track record of managing data and reporting in Snowflake and Salesforce (or equivalent BI tools). Experience using or managing data in Intercom and Rocketlane is a plus
- Systems Expertise: Experience with Salesforce.com architecture and managing diverse SaaS integrations (APIs)
- Analytical Rigor: Outstanding skills in identifying and correlating technical metrics to customer success KPIs
- Process Engineering: Demonstrated track record of designing scalable business processes with a focus on automation. Experience using workflow automation tools like Workato (or equivalent), and agentic AI tools is a plus
- Communication: Ability to explain complex data models to non-technical stakeholders
- Environment: Ability to collaborate with cross-functional teams and manage multiple priorities
What the job involves
- We are looking for a highly technical, process-driven CS Operations Architect to serve as the technical backbone of our global Customer Success organization (maternity cover - 6 months with the possibility to extend)
- Based in one of our London offices and reporting to our Senior Project Manager, you’ll take on the technical responsibilities of our Customer Success Operations function
- This role is critical to ensuring the smooth execution of our Customer Success processes, automation, and reporting, and keeping our operations engine running
- This involves operating under a disciplined framework that prioritizes CS roadmap development, cross-functional alignment, and ad-hoc CS management support
- Central Administration: Serve as the central admin for the CS tool stack, including Jira, Rocketlane, and Intercom
- Datawarehouse & BI Mastery: Interrogate CS data via Snowflake and build sophisticated dashboards for CS leadership using Rocketlane, Intercom, Salesforce, Snowflake, SQL, or other BI and AI tools
- Governance & Ownership: Manage data governance, integrations, and ownership of CS data across core systems like Salesforce and Snowflake
- Predictive Modelling: Build and improve data models for Customer Health Scoring, CS Resource and Capacity Planning, and Technical teams' efficiency
- System Hygiene: Lead recurring data maintenance and cleansing sprints to ensure the CS engine remains accurate and efficient
- Revenue Operations Partnership: Act as the primary CS point of contact for RevOps regarding CS-owned objects and data in Salesforce and Snowflake
- Process Design: Design and integrate scalable CS processes with other operations teams in Revenue, Marketing, Product, Finance, and Engineering teams
- Feedback Loops: Execute cross-functional processes for customer feedback to the Product team and insights from Support cases into CS playbooks
- Executive Support: Manage ad-hoc and high-priority executive requests through a structured intake process that preserves your capacity for deep work
Application process
- Manager Interview with the Customer Success Operations Lead
- Panel Interview with Head of Project Management Office, Senior Project Manager and Customer Success Operations Lead
- HR call with Talent Acquisition Team
- Reference check
- Offer
Salary benchmarks
Our take
Public transport is cheaper, greener and more available to the general public than most private transport alternatives. Yet it suffers from major defects. It is often criticised for being unreliable and of poor quality, leading users to look elsewhere; often towards solutions which clog cities' transport systems even more.
This is a problem which Optibus wants to solve. It supplies a platform that brings much-needed innovation to public transport, leveraging a robust combination of artificial intelligence, advanced optimisation algorithms and distributed cloud computing to make public transit smarter, better and more efficient.
Since its founding in 2014, the company has seen rapid uptake. It has been selected by the leading transit providers in more than 1000 cities around the world. It has also reached unicorn status and, with numerous offices across the globe, boasts a truly global outreach which positions it for a fruitful future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Apr 2024
$15m
LATE VC
May 2022
$100m
SERIES D
Total funding: $275m
Company HQ
Tel Aviv-Yafo, Tel Aviv District
Additional info
- Headquarters located in Tel Aviv, Israel
Leadership
Amos Haggiag
(Co-Founder & CEO)A graduate from Ben Gurion University, Amos was a Senior Software Development Engineer at Microsoft before founding Optibus in 2014.
Eitan Yanovsky
(Co-Founder & CTO)With an MSC from Tel Aviv University, Eitan was an R&D Core Team Leader at GigaSpaces prior to co-founding Optibus.
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