Customer Success Operations Specialist

| Greater LA Area
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Altruist is an LA fintech company on a mission to make financial advice better for everyone. We’re looking to hire an entrepreneurial Customer Success Operations Specialist. If you're passionate about building meaningful products that people love to use, then you’ll love what we’re up to.

Our team is solving a huge problem that requires big-picture thinkers who are motivated to make a real difference through their work.

This key role will help shape our rapidly growing Customer Success team, services, and programs. We are looking for someone to support the entire customer lifecycle, from onboarding through adoption. This individual should be highly organized and able to work on long term projects while maintaining daily requests requiring quick turnarounds. This role requires heavy cross-functional team collaboration to support the broader Customer Success goals.

What you’ll do

  • Support, maintain, configure and administer the CS tech stack (Zendesk, Hubspot, Intercom, and Jira) for the Customer Success team and partner with Product, Brand, and Engineering to ensure it is optimized for CS
  • Build and maintain system workflows and programs within the CS tech stack to drive scale
  • Help the team manage support ticket escalations and prioritization with Product and Engineering teams
  • Help the team detect early signals of at-risk renewals by designing playbooks for CAs/CSAs to address and scale reach-out templates
  • Build and maintain workflows and dashboards that analyze customer data and trigger actions for the team to proactively engage with customers
  • Develop, communicate, and reinforce system standards, processes, and policies
  • Provide operational direction and execution to help the Customer Success team run more efficiently and make data-driven decisions
  • Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives
  • Ensure the CS systems stack meets the needs of our growing CS organization, and recommend additional tools as needed
  • Identify new processes to increase automation and efficiency of the team
  • Ensure all processes are well documented and up-to-date


What you’ll need

  • 5-7 years of experience in an operational analytics/reporting role with a focus on Customer Success within the SaaS industry
  • Gainsight or Totango experience (admin experience preferred)
  • Hubspot/Zendesk/Intercom experience (admin experience preferred)
  • Technical support experience desired
  • Strong Excel skills. Tableau or other BI reporting strongly desired.
  • Excellent reporting and analytical skills
  • Demonstrate ability to collect and assess data as well as be able to present it in an actionable and insightful way
  • Ability to work cross-functionally in a rapidly changing environment
  • Excellent organizational skills - role will be expected to work on multiple projects concurrently with varying priority
  • A bachelor’s degree or equivalent experience
  • Completion of FINRA Series 7 and Series 66 or the ability to complete these examinations in your first 90 days


What you’ll get

At Altruist you’ll work with a talented group of hungry creators looking to disrupt our industry. You’ll be given the freedom to do your best work alongside down-to-earth developers, designers, and thinkers who are at the leading edge of their craft.

We offer top-of-the-line health benefits, 401(k) with employer match, a competitive salary, and a flexible schedule including unlimited vacation time. You’ll join on the ground floor and have the opportunity to make your mark and have a real say in how we build products. Our office is located in the heart of Venice on Abbot Kinney Blvd.

You’ll join a proven founding team that is backed by one of the most storied VCs in the US, Venrock. Together, we’re going to fix the broken parts of finance and investing (most of it).

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • MailChimpEmail
    • SendGridEmail

Location

Per GQ & Forbes magazine, "The coolest street/block in America." Abbot Kinney Blvd. The beach is also just a 15-minute walk away.

An Insider's view of Altruist

What’s the vibe like in the office?

Our office is relaxed and welcoming. We check our egos at the door and focus on producing great work together. Collaboration is paramount. While we're flexible, down-to-earth, and provide plenty of autonomy—we're also extremely motivated and hard-working. Altruist has a huge opportunity to make a big impact and we're dedicated to making it happen.

John

Head of Design

What does your typical day look like?

Our team has a collaborative spirit while also taking ownership of our areas of expertise. The environment at Altruist requires us to be flexible as we build our technology for our clients. Maintaining a balance between these multiple aspects is both challenging and fulfilling. I genuinely feel empowered and responsible to make an impact.

Gokul

Quantitative Researcher

What's something quirky about your company?

Let’s just say that I don’t dread Mondays anymore. People genuinely want to be here! Coming to work is like coming to hang out with great friends, and together we are building something that will help a lot of people. The days tend to fly by, and in the heart of Venice, there is never a dull moment!

Shabana

Marketing Manager

What are Altruist Perks + Benefits

Altruist Benefits Overview

Office on Abbot Kinney, 401k with 4% company match, stock options, unlimited PTO, free snacks/beverages, dog friendly office, flexible schedule, community volunteering, monthly lunch & learns, fun work environment.

Culture
Volunteer in local community
Altruist loves to volunteer in our communities. We have participated in beach clean-ups and looking to get involved with local charities, animal shelters and helping the homeless.
Friends outside of work
Eat lunch together
Open door policy
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Altruist provides employees with a 401(k) matching plan managed by Guideline. We match 4% of contributions up to 100% of an employee's annual gross pay.
Company Equity
Altruist offers stock options with a 4 year vesting schedule.
Child Care & Parental Leave Benefits
Flexible Work Schedule
Altruist provides employees with a flexible work schedule that includes Flexible start and end times.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Altruist offers commuter benefits for transit and parking. Altruist will deposit $100 each month towards your commuter benefits.
Stocked Kitchen
You want it, we probably have it. :)
Happy Hours
Happy hours are hosted every Thursday.
Parking
We offer employees flexible commuter benefits up to $100/mo, to be used however best for each team member.
Pet Friendly
Altruist pet policy is dog friendly daily.
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