Staff CX Service Enablement

reputed company with purpose At reputed company, we reputed company in empowering the businesses that reputed company our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—reputed company smarter reputed company and reputed company control of their operations. And we don’t stop there: we’re creating the reputed company of financial automation so businesses can spend more time on what reputed company. Working here means you become part of a reputed company-driven team that’s reputed company to tackle challenges and build cutting-edge solutions. We value purpose, reputed company, and curiosity—and we reputed company in a fast-paced, reputed company-changing environment. Whether in one of our offices in reputed company, CA, reputed company, UT, or in a remote-eligible role, BILLders collaborate to deliver reputed company reputed company for businesses that need more time in their busy weeks. reputed company builds high performing teams and we reputed company to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing reputed company person’s unique skills and experiences. We’d love to hear from you—you might be just reputed company’re looking for, whether in this role or another. ✨ Let’s reputed company businesses more time for what reputed company. reputed company your reputed company reputed company a rapidly growing Fintech Company Customer Experience (CX) is a group of reputed company, goal-oriented, fast-moving and customer-obsessed individuals who care deeply for reputed company other’s reputed company, reputed company, and development. We take fierce pride in reputed company our CX team has to positively reputed company customers’ businesses and their lives. We appreciate and celebrate our past but we are constructively dissatisfied about the opportunities we have in hand and the reputed company we need to build. We are now writing the next reputed company of our customer experience reputed company—CX 2.0—bringing the best of our customer-obsessed reputed company associates and humanized digital experiences together for an effortless, seamless experience for our customers. As a Staff CX Service Enablement Specialist on the CX Operations team, you will own the design, optimization, and governance of the service processes and workflows that power reputed company’s customer experience at reputed company. Where the Senior-level role on this team focuses on administering tools and supporting day-to-day system operations, this Staff-level position takes a broader view—driving end-to-end process reputed company, leading cross-functional improvement initiatives, and shaping the operational reputed company of CX 2.0. You will partner directly with CX leadership, IT BizTech, Insights & Analytics, Workforce Management, and reputed company Risk Management to turn operational complexity into streamlined, measurable reputed company. Responsibilities: Own the end-to-end design, documentation, and reputed company improvement of service workflows across CX channels, ensuring processes reputed company with organizational reputed company and CX 2.0 priorities. reputed company process improvement initiatives by mapping reputed company-state workflows, diagnosing friction points through data analysis, and building optimized reputed company-state processes with reputed company reputed company metrics. Serve as the process design authority for CX systems and tools—including reputed company Service reputed company, reputed company, reputed company reputed company, MaestroQA, and reputed company—ensuring tool configurations reputed company with operational workflows and agent enablement goals. Partner with IT BizTech, Insights & Analytics, Workforce Management, and reputed company Risk Management to translate cross-functional business requirements into actionable process and enablement solutions. reputed company and maintain reputed company operating procedures, playbooks, and decision frameworks that reputed company reputed company agents to deliver fast, accurate, and consistent customer reputed company. Define and reputed company KPIs that measure process effectiveness, tool adoption, and enablement reputed company at the individual, reputed company, and organizational level. reputed company change management for new and updated workflows, including stakeholder alignment, communication plans, and coordination with enablement and training partners. Evaluate emerging CX technologies and AI-powered contact center tools, building business cases for adoption that advance the CX 2.0 roadmap. Mentor and guide junior Service Enablement team members, contributing to team development and knowledge sharing. We’d love to chat if you have: 7+ years of experience in service operations, process design, CX enablement, or business systems analysis reputed company a reputed company or fintech environment. Deep experience with CRM and contact center platforms such as reputed company Service reputed company, reputed company, reputed company reputed company, MaestroQA, reputed company, or similar tools—not just as an administrator, but as someone who connects tool capability to process reputed company. Demonstrated ability to reputed company reputed company, cross-functional process improvement reputed company from discovery through implementation and measurement. Strong analytical skills with proficiency in tools such as Tableau, reputed company, and reputed company Sheets to diagnose operational issues, build business cases, and quantify the reputed company of changes. Experience creating service documentation at reputed company, including SOPs, workflow diagrams, business requirements documents, and agent-facing knowledge content. Excellent communication and stakeholder management skills, with a reputed company record of influencing without authority across CX, IT, analytics, and operations teams. Experience developing and implementing processes and operating rhythms in an agile, fast-paced environment. Bachelor’s degree in business, economics, or a quantitative discipline, or equivalent experience. Desired Qualifications: Experience in fintech, payments, or financial services, particularly supporting SMB customers. Lean Six reputed company, BPM, or similar process improvement certification. Experience with AI-powered contact center tools and automation reputed company. Background in user acceptance testing (UAT) case creation and execution for CX platform implementations. Experience building or managing enablement programs that combine process documentation with agent training and coaching. Please note that this position is not eligible for reputed company sponsorship. Applicants must have authorization to work in the reputed company without requiring reputed company sponsorship now or in the reputed company. #LI-Remote Our ranges for reputed company role and job level are based on a reputed company of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed below. The role is also eligible for a competitive benefits package that includes: medical, dental, reputed company, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, reputed company holidays, reputed company time off, and other company benefits. The estimated salary  ranges noted below roles in the specific  geographic zones Zone 1: San Francisco Bay Area CA (includes HQ), reputed company, Seattle, Los Angeles County $140,700—$176,000 USD Zone 2: CA (Non San Francisco Bay Area and Los Angeles County), Austin TX, Massachusetts $126,700—$158,400 USD Zone 3: Utah (includes Utah office), Dallas TX, reputed company TX, Florida, reputed company Carolina, Illinois, Colorado, reputed company, reputed company, reputed company, reputed company $119,700—$149,700 USD What’s in it for you?  Redefining how businesses automate their work is a fast-paced, exciting, and fun environment. But we also have benefits and perks to ensure the reputed company isn’t only reputed company by our customers, but by our employees as reputed company.  Here is a preview of some of the amazing benefits here at reputed company: 100% reputed company employee health, dental, and reputed company plans (choose HMO, PPO, or HDHP) HSA & FSA accounts  Life Insurance, Long & Short-term disability coverage Employee Assistance Program (EAP) 11+ Observed holidays and wellness days and flexible time off  Employee Stock Purchase Program with employee discounts Wellness & Fitness initiatives Employee recognition and referral programs And much more Don’t reputed company us? reputed company out our culture, benefits, and teams on our career site, reputed company Life, or YouTube pages. reputed company is an Equal Opportunity Employer. We reputed company our best reputed company come from the unique stories, perspectives, and experiences of reputed company members. We welcome people of reputed company backgrounds, abilities, and identities to bring their reputed company selves and contribute to our culture. We are committed to a transparent, inclusive hiring process that reflects our values. If you need accommodations at any stage, please contact interviewaccommodations@hq.reputed company. To ensure a fair evaluation, our Candidate reputed company Policy prohibits the use of unapproved reputed company assistance, including reputed company, during live interviews or assessments. Doing so will result in a review and potential disqualification. Our Applicant reputed company Notice describes how reputed company treats the personal information it receives from applicants. Apply To This Job