Senior Customer Experience Operations Specialist

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $90k - $120k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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8am

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2005

⚖️ Legal

☁️ SaaS

💳 Fintech

💰 Private equity on 2024-08

Legal • SaaS • Fintech

8am is a professional business platform that helps law firms, accounting firms, associations, and other professional services manage billing, payments, compliance, and case/practice workflows. The company offers a suite of SaaS products — including LawPay, MyCase, CasePeer, DocketWise, CPACharge, ClientPay, and AffiniPay — that combine payments, practice management, document and case tools, and practical AI features to automate work, improve cash flow, and maintain industry-specific compliance. 8am emphasizes secure, compliant payments (PCI Level 1, IOLTA compliance for legal), integration with other tools, and measurable time and productivity savings for professionals.

📋 Description

• Identify where new automation and AI can create leverage across the CX organization • Scope early-stage stakeholder ideas into concrete, buildable project plans • Partner with Business Systems and Engineering on infrastructure-level builds • Diagnose underperforming Salesforce and Intercom workflows • Write developer-ready tickets and rebuild automation or routing logic when required • Partner with Enablement on workflow and automation adoption, training, documentation, and change management • Convert NPS, CSAT, retention, support, and success metrics into leadership recommendations • Maintain visibility into initiative status, risks, and dependencies • Surface blockers and align stakeholders to drive assigned initiatives forward

🎯 Requirements

• 4-6+ years of experience in Customer Success/Experience Operations, Revenue Operations, or Business Operations • Demonstrated ownership of a program or metric outcome, not process facilitation alone, in a B2B SaaS environment • Advanced-user proficiency with Salesforce and Intercom, including building reports, dashboards, in-app messaging, surveys, and workflow automations • Self-directed and outcome-driven, able to move roadmap projects forward without heavy oversight • Strong written and verbal communication skills • Comfort operating within evolving or undefined processes • Demonstrated experience leveraging AI tools and technologies to improve workflows, enhance decision-making, or drive innovation • Preferred: Salesforce Administrator certification • Preferred: survey-building tools such as Delighted or Qualtrics • Preferred: in-app messaging platforms • Preferred: hands-on experience applying AI tools to operational workflows • Preferred: SQL or BI tool proficiency

🏖️ Benefits

• Medical, dental, and vision plans, including a 100% company-paid HDHP plan for employees • Annual bonuses • Equity options • 401(k) or RRSP if in Canada, with a company match for all team members • Flexible Time Off • Paid holidays • Parental leave program • Wellness stipends • Mental health support • One-on-one nutrition coaching • Continuous learning through 8am.edu • Leadership programs • Professional development funds • Individually focused talent development • Charitable matching gift program • Paid time off for volunteer service • Company-sponsored volunteer events, both local and virtual • Virtual and in-person team-building events • Quarterly award recognition through the Rise & Shine Award of Excellence Program • Peer-to-peer appreciation platform