Lead Client Operations Expert

at  Leafly

LEAD CLIENT OPERATIONS EXPERT

At Leafly, we believe cannabis is good for the health and happiness of the world, and we help people find it. Whether you’re new to cannabis and are curious about its benefits and effects, a medical marijuana patient seeking the right strains and products to help mitigate your illness, an adult consumer wanting to supplement your wellness regimen, or a cannabis enthusiast looking for the latest deals and potent finds, our website and apps are the bridge connecting millions of people with safe, legal access to the right cannabis products for them.
We’re driving the industry towards a fully legal, regulated, and destigmatized future, but we need a talented, passionate, creative, and focused individual to help get us there faster. Our teams love to collaborate, problem-solving, celebrating wins, and learning from missteps. Want to do those things with us? If you think you’re the perfect fit for the below position, we’d love for you to join our crew!

QUALIFICATIONS:

• Must be willing to work in Pacific or Mountain Time
• Bachelor’s degree in Business Management, Operations Management, or related field.
• 2+ years of experience in a customer service or client success-related role or 1+ year in a technical support role
• Experience with Zendesk
• Proven experience in business operations, project management, or a similar role.
• Strong analytical and problem-solving skills.
• Ability to manage multiple projects concurrently and meet deadlines.
• Excellent communication and interpersonal skills.
• Proficient in project management software and other related business tools.
• Solid understanding of business operations and workflow processes.

SEATTLE, WA PAY RANGE

$28.84-$36.00 per hour
Salary will be adjusted based on geographic location.
The job description is representative of typical duties and responsibilities for the position and is not all-inclusive. Other duties and responsibilities may be assigned in accordance with business needs. Prior cannabis convictions are not an automatic disqualifier. We are an equal opportunity employer. Qualified applicants will be considered regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability or genetics. A background check will be conducted after a conditional offer of employment is extended

ABOUT THE ROLE:

As a Lead Client Operations Expert, you will play a key leadership role within our Client Operations team, providing guidance and mentorship to team members. Your focus will be on driving excellence in customer interactions across various channels, ensuring accuracy in communication and documentation. Your expertise will be instrumental in optimizing operational workflows and enhancing team performance. In this dynamic position, you will blend strategic thinking with hands-on leadership to drive continuous improvement and innovation in our client services.

CORE RESPONSIBILITIES:

• Direct and enhance client interactions across various channels, ensuring adherence to communication standards and efficient handling of client inquiries.
• Lead the customization and optimization of Zendesk, overseeing the configuration of ticket forms, fields, automations, and triggers. Manage user accounts, roles, permissions, and ensure system security meets organizational needs.
• Maintain the accuracy and consistency of documentation related to client operations, implementing and enforcing procedures to uphold documentation standards.
• Design and implement automated workflows and ticket routing, integrating Zendesk with other tools and systems to streamline operations.
• Develop and maintain insightful reports and dashboards to track support metrics, customer satisfaction, and team performance. Manage a comprehensive knowledge base to support customer and agent needs.
• Lead, mentor, and inspire the Client Operations team, providing training and ongoing support for Zendesk and related systems. Conduct performance reviews and facilitate professional growth opportunities.
• Ensure high standards in client interactions and ticket resolution, monitoring and enforcing quality and security standards, and ensuring compliance with regulatory requirements.
• Contribute to strategic planning for client operations, managing budgets related to client operations and Zendesk resources.
• Serve as a key liaison between the Client Operations team and other departments, providing regular updates to stakeholders and fostering collaboration for integrated service delivery.