Customer Operations Analyst

About Statflo

Statflo provides a leading sales acceleration platform for retailers, currently deployed in thousands of locations across North America. Our proprietary platform enables an organization to directly increase conversation workflow, build more authentic relationships, increase in-store appointments, and increase sales and ROI. We’re a Toronto-based company committed to investing in great people who believe in meaningful connections, great products, and the future of customer engagement!

The Role
As a Customer Operations Analyst, you will work as part of the overall Customer Team, reporting to
the Team Lead. You will learn the ins and outs of our app, and work closely with our internal
teams (Customer Success, Support, Product, Engineering, and QA), and our wonderful
customers. You will navigate ambiguous circumstances to create positive experiences, even
through challenges, to remove roadblocks in any way possible. You will be measured on timely
initial responses, resolutions within agreed upon time frames, ability to provide strategic insights
to internal and external teams, and most importantly, customer happiness.

What You’ll Do
This role sits at the intersection of customer support, reporting, and operational work for our Strategic Accounts team.

Support

• Acquire and maintain deep knowledge of the ins and outs of custom configurations for
  our largest customers.
• Investigate technical customer issues and triage more complex requests to identify,
  reproduce, and document them for review by the QA team.
• Work closely with internal teams to keep a pulse on new programs, updates, and product
  roadmap timelines.
• Identify trends and knowledge gaps to forward along to the Strategic Accounts team.
  
  

Reporting and Analysis

• Pull and send advanced reports for select customers.
  
• Build and manage results dashboards for customer business reviews.
  
• Work closely with the data team to maintain and improve reporting standards.
  
• Collaborate with internal stakeholders to identify customer trends, risks, opportunities, or
  anomalies.
  
  

Account Management

• Assist with configuration changes and backend updates for strategic accounts.
• Provide general support to Strategic Account Managers by assisting with day-to-day
  tasks.
  

What Makes You a Great Fit

• Are passionate about customer experience and understand the meaning of putting the
  customer first.
• Have prior experience in a customer service, customer support, or data analyst role
  Exhibit an unmatched level of empathy and patience.
• Enjoy investigating and resolving challenges as quickly and efficiently as possible.
• Have a technical aptitude and the ability to pick up new technology quickly.
• Are a problem solver, able to overcome obstacles and able to come up with and provide
  workarounds.
• Have the ability to prioritize tasks and work autonomously in a fast-paced, ever-changing
  environment.
• Are a self-starter who is driven to deliver results and exceed expectations.

Nice-to-have Skills

• Intermediate to advanced Excel.
• Working knowledge of APIs.
• Familiarity with tools like Zendesk or Service Cloud.
• Knowledge of SQL.
• Understanding of or experience with databases.
• Knowledge of scripting languages a plus.

What We Offer 

• Healthcare Spending Account (HSA)
• Competitive Benefits (Medical & Dental) 
• Hybrid Work options
• Team-building and social events

Interview Process

1. Recruiter Interview (20m)
2. Hiring Manager Interview (60m)
3. Team Interview (60m)

Compensation: $50,000-$60,000 per year (actual pay will depend on experience and qualifications)

Vacancy Status: This posting is for an existing, active vacancy.

At Statflo, we are committed to fostering a diverse, inclusive, and accessible workplace where every individual is valued and respected. We are an equal opportunity employer and do not discriminate against any applicant or employee based on race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, or any other characteristic protected by the Ontario Human Rights Code.

Statflo is committed to providing accommodations throughout the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation at any stage of the hiring process, please let us know and we will work with you to meet your needs.

AI tools may be used for administrative purposes such as interview note-taking. These tools are not used to assess or make hiring decisions.