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Customer Operations Specialist 🔥


Do you enjoy process configuration and finding efficient ways to fulfill customer needs? Are you detail-oriented, incredibly organized, and a strong communicator? Do you thrive in a fast-paced, growth environment? Our ideal team member is passionate about facilitating operational success and ensuring a seamless, world-class customer experience. You will support order processing, inventory management, payment and billing, and hardware delivery. If this aligns with your experience and interests, let's chat!

As the Customer Operations Specialist, you will manage Rockbot's day-to-day Customer Operations from processing orders to engaging with hardware vendors to ensuring all post-sale customer fulfillment needs are met. You will work cross-functionally with our Customer Support, Sales, and Product teams to maintain and improve systems, processes, and product offerings. You have an eye for detail and are always looking for ways to make internal processes more efficient and functional. You are very comfortable with spreadsheets and data and can maintain an internal inventory with ease.

The Rockbot team is committed to creating uniquely qualified brand opportunities by changing the way media is experienced in businesses of every size and shape. We are technologists, music lovers, and content creators all focused on producing the most amazing customer experience possible - and we're having a great time doing it!

Responsibilities:

  • Ensure efficient day-to-day operations to exceed customer expectations and meet team KPIs
  • Monitor and report on orders, inventory, and fulfillment for all sales
  • Build and improve operations processes to increase efficiency and eliminate manual tasks
  • Maintain a rich internal documentation that supports the team's performance and ability to scale
  • Collaborate with Sales and Account teams to forecast customer needs to ensure Rockbot's ability to meet growing demands as we scale
  • Demonstrate ability to work with vendors and logistics companies to deliver upon customer expectations in a fast-paced, dynamic environment

Qualifications:

  • 3+ years of operations experience, preferably in B2B SaaS and/or connected devices
  • Familiar with best practices for order tracking, inventory management, logistics, and subscription billing
  • Excellent communication skills, including issue tracking, triaging, and crisis management
  • Passionate about data-driven process improvements across the post-sale fulfillment customer lifecycle
  • Familiarity with Brightsign hardware and/or A/V systems is a plus
  • Experience with Salesforce, Zendesk, and/or Zuora preferred

About Rockbot:

Rockbot is the first streaming platform to seamlessly combine TV, Music, and Digital Signage into one simple interface enabling businesses of all sizes to easily control their guest experience. We power in-location media for dozens of industries such as fitness, retail, hotels, restaurants, major airports and SMBs everywhere. Rockbot is backed by Google Ventures, Detroit Ventures, Universal Music and other leading investors.


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