AI-Driven Customer Success Ops Specialist

SimplePractice, LLC; Santa Monica (CA); Sur place; USD 74 000 - 85 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision, life & AD

401(k) with company match

Flexible Time Off (FTO)

Mental health resources

Parental leave & Backup Care

Tuition reimbursement

ERGs

Résumé du poste

SimplePractice, LLC is seeking a Customer Success Operations Specialist to scale AI-powered CS workflows. You will champion AI initiatives, train AI models, and partner with Enablement and Product teams to optimize tools and processes.

This role emphasizes operational excellence, data-driven decision making, and improving customer experience. You will work across Zendesk, scheduling, and workforce management tools, with a focus on automation and self-service to drive efficiency and growth for

Qualifications

• 3+ years in a CS Operations role or similar.
• Bachelor's degree from an accredited college or university.
• Ability to drive world-class customer experience with urgency.
• Ability to adapt to different situations and adjust as needed.
• Experience applying CS best practices and tracking execution.
• Strong collaboration across orgs and with external partners.
• Proficiency with Slack, Asana, Google Workspace.

Responsabilités

• Champion AI initiatives for the CS org and measure impact.
• Train and maintain AI models and automated workflows.
• Partner with Enablement/Education for tool readiness.
• Stay current with generative AI use cases to improve CX.
• Deploy AI-driven self-service across channels.
• Monitor metrics like resolution time, CSAT, and deflection.
• Translate feedback into improvements for leadership.

Connaissances

CS Ops experience

AI/automation

Cross-functional collaboration

Analytical thinking

Process improvement

Slack

Asana

Google Workspace

Pivotal Tracker

Figma

HTML/CSS/JavaScript

APIs & SaaS integrations

Assembled/Maestro (workforce tools)

Formation

Bachelor's degree

Outils

Zendesk

Zoom

Calendly

QA/WFM tools

Assembled

Maestro

Description du poste

SimplePractice, LLC is seeking a Customer Success Operations Specialist to scale AI-powered CS workflows. You will champion AI initiatives, train AI models, and partner with Enablement and Product teams to optimize tools and processes.

This role emphasizes operational excellence, data-driven decision making, and improving customer experience. You will work across Zendesk, scheduling, and workforce management tools, with a focus on automation and self-service to drive efficiency and growth for