Systems Specialist: CX SaaS Platforms

About SimpliSafe

We’re a high-tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. And we’ve created a culture here that cares just as deeply about the career you’re building. Ours is a no ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We don’t just want you to work here. We want you to grow and thrive here.

We’re embracing a hybrid work model that enables our teams to split their time between office and home. Hybrid for us means we expect our teams to come together in our office on two core days, typically Tuesday, Wednesday or Thursday, to work together in person, and teams can choose where they work for the remainder of the week. We all benefit from flexibility and get to use the best of both worlds to get our work done.

Why are we hiring?

Well, we’re growing and thriving. So, we need smart, talented, and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure. 

What You’ll Do

Our team is dedicated to creating seamless omnichannel engagement to meet the customer where/when they desire and increase agent efficiency through the optimization of their tools.   As a CX SaaS Platforms Specialist, you will be responsible for managing current features and enabling product enhancements that help us achieve our strategic business goals. 

Primary responsibilities include: 

  • Identify customer objectives and strive for simple and elegant solutions, integrating automation and continuous improvement strategies wherever feasible
  • Partner with Product Managers to scope feasibility of feature enhancements to SaaS platforms and propose platform optimization recommendations and solutions
  • Work directly with vendor partners to influence product roadmaps, rollouts, timelines, and other planned and unplanned priorities to align with our organizations needs 
  • Perform platform enhancements and updates as prioritized by the product pipeline process 
  • Monitor, maintain and react to alerts from the platform or users during business hours and support evenings and weekends on-call rotation.    
  • Manage system escalations for SaaS platforms. Collect additional feedback and escalate to the platform provider, when necessary. 
  • Assist in developing training materials and Standard Operating Procedures to maximize platform utilization by agents.
  • Stay updated on the latest SaaS platform technologies and advancements through continuous learning.

What You’ll Bring:  

  • BA/BS preferred 
  • 3-5 years of hands-on experience in customer engagement or customer service operations.
  • Familiarity with SaaS Customer Engagement Platforms; direct experience with Sprinklr Service, Genesys Pure Cloud and/or Seismic is a bonus
  • Comfortable working across different cultures, locations, and time zones.
  • Self starter with strong organizational skills with the ability to manage multiple projects 
  • Analytical and capable of making data-driven decisions
  • A proactive attitude with the ability to learn quickly and thrive in a dynamic environment
  • Ability to travel to our contact center and/or industry events 1-2 times / quarter.  

What Values You’ll Share:

  • Customer Obsessed - Building deep empathy for customers and developing strong, long-term relationships with them.
  • Aim High - Always challenging oneself and others to raise the bar. 
  • No Ego - “no job too small” attitude, and open, inclusive and humble style.
  • One Team - highly collaborative approach to achieving success.
  • Lift As We Climb - A track record of investing in developing others and helping others succeed.
  • Lean & Nimble - working with agility and efficiency to experiment in an often-ambiguous environment.

We wholeheartedly embrace and actively seek applications from all individuals, no matter how they identify. We are committed to cultivating a diverse and inclusive workplace, and we believe our work is enriched when we incorporate a multitude of perspectives, backgrounds, and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure, but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process, to perform the essential functions of a position, or to receive other benefits and privileges of employment, please contact careers@simplisafe.com.

 

Department:

Customer Experience

Position:

Systems Specialist: CX SaaS Platforms

Location:

Richmond, VA