Operations Specialist

Ritual Group; Toronto; Remote; CAD 50,000 - 70,000; Full time

Job summary

Ritual Group is seeking an Operations Specialist to provide outstanding customer support and improve operational processes. This role requires excellent communication and problem-solving skills, with the opportunity to contribute to a popular consumer app across multiple regions. The ideal candidate will be proactive and experienced in customer service, helping ensure seamless experiences for users and corporate partners alike.

Benefits

Healthcare coverage from day one

Flexible vacation policy

Fully remote with in-office team events

Ritual credits to spend at restaurants

Work with elite peers

Qualifications

• Excellent customer service experience.
• Strong communication skills.
• Proficient in investigative analysis for fraud detection.
• Disciplined with excellent time management.

Responsibilities

• Provide resolutions for customer support requests.
• Monitor and improve app ratings and customer experience.
• Investigate and solve potential fraud activities.
• Collaborate with departments to identify and resolve bugs.
• Enhance the online help center.

Skills

Customer service

Communication

Investigative skills

Time management

Problem-solving

Resourcefulness

Accountability

Job description

Ritual delivers more than just an avenue to skip the lunch line - we serve up a true community experience, helping you connect with your social circle and local businesses via seamless technology, all built around what humans love most - food. Since day one, our mission here at Ritual has been to help restaurants thrive.

As an Operations Specialist at Ritual, you will…

• Ensure customers love Ritual by providing excellent resolutions to daily support requests in a timely fashion.
• Maintain and improve Ritual’s 4.8 star app rating and amazing customer experience reputation across markets.
• Flex your investigative skills to safeguard our merchants and customers from potentially fraudulent activity, exercising a sharp eye to watch for any anomalies.
• Problem solve and liaise directly with important corporate account admins to help keep their employees happy and loving their Ritual credits.
• Work closely with all internal departments to identify trends, resolve bugs and improve recurring issues.
• Help improve and maintain Ritual’s online and in-app help center.
• Help identify any gaps in our processes and have the opportunity to shape improvements.

We’re looking for an Operations Specialist that...

• Has excellent customer service experience : you can effectively and empathetically identify what our customers and corporate accounts’ needs are and ensure they’re met.
• Has excellent communication skills : you can communicate compellingly with a variety of stakeholders and possess excellent written skills.
• Has strong investigative skills : you can use data to identify potentially fraudulent scenarios and can navigate tough reimbursement scenarios.
• Is disciplined and possesses excellent time management skills : you can juggle a variety of different priorities effectively, meeting deadlines and tackling the daily volume of work to maintain smooth day to day operations.
• Is action-oriented and loves problem-solving : you take prompt action to accomplish work goals and achieve results beyond what is required; you proactively notice any gaps or issues and respond quickly to solve them.
• Is a resourceful fast-learner : you are comfortable onboarding remotely and can learn a variety of topics quickly to hit the ground running.
• Is responsible & accountable : you will be given real responsibility here with the opportunity to make an impact. You are expected to demonstrate ownership over your work.

Why you’ll love working at Ritual :

• Contribute to a lifestyle-changing consumer product throughout North America, UK and Australia.
• Ritual credits for you to spend at the best restaurants.
• Healthcare coverage from day one, and a flexible vacation policy (Need time? Take time).
• Fully remote, with in-office team events to meet and collaborate in person.
• Work with truly elite peers while making a significant impact!

About Ritual :

Founded in 2014 by three serial entrepreneurs, we help small businesses thrive in a digital culture with the ease and convenience of push button ordering, while retaining the human connection that makes local shops special. We believe we’re making a positive cultural impact on a global scale - and our investors do, too : we’ve raised over $140M in funding, helping us bring Ritual to cities in Canada, the United States, the UK and Australia.

Ritual fosters and welcomes diverse teams and ideas : ideas that are new, different, and game-changing. We constantly strive to live up to our core values of authenticity, open-mindedness, and focusing on impact. We aim to build a culture where difference is valued, every team member has a seat at the table, and all voices are heard.

We are committed to continuous improvement, and a diverse and inclusive workplace for all. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

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