Sales Operations Analyst
Swyft Filings
Houston, TX US
Posted ago
Swyft Filings

Sales Operations Analyst
Are you a proven leader in the customer service space? Do you have a reputation for maximizing revenue? Would you like to be part of a culture that values and appreciates its employees? If you answered yes to all of these questions, then we want to know you!

Who We Are
Swyft Filings is an online filing service for business formations. More importantly, we’re a company that has helped budding entrepreneurs start over 150,000 new businesses (and counting). In the last 5 years, we’ve grown from a lawyer and two online entrepreneurs into a team 75 strong – and you can bet we’re not done yet.

About You
You are comfortable hanging out at the crossroads, seeing the big picture, and yet driving positive change all the way through to completion. You will be responsible for driving and implementing changes that will improve the customer experience and thereby increase revenue. You will utilize customer feedback and data to drive changes of the customer journey from the landing page, to automated communications to working with the customer service teams. You will work closely with and bridge any divide between the customer service teams and operations for continual improvement of the customer experience. We are looking for problem solvers who can think on their feet and self-starters who are comfortable taking the initiative in a knowledge-intensive, energetic, fast-paced environment.

Benefits package includes Medical, Dental, Vision, 401(k) with Company Match, Life Insurance, Disability, Parental Leave, and PTO

Full Time (40 hours per week)

Responsibilities

  • Continuously analyze data and suggest sustainable process improvements to increase customer loyalty and satisfaction
  • Develop a process and guidelines for salvaging at-risk accounts, and work with all departments to improve
  • Regularly monitor refunds and chargebacks, develop initiatives to reduce them, and work with all teams to implement solutions
  • Review and analyze every step of the customer journey to consistently make improvements
  • Identify customer experience shortcomings and propose improvements
  • Review customer interactions via phone, email, and chat to determine root causes of cancellations, refunds, and negative ratings

Qualifications

  • 3+ years of e-commerce or customer service/call center management experience
  • Familiar with customer journeys and workflows for online companies
  • 2+ years of experience optimizing business processes required
  • Bachelor’s Degree in Business, Finance, Accounting, or similar field preferred

Compensation
$60,000 - $90,000 yearly
About Swyft Filings

Swyft Filings is an online service for business formations and compliance. More importantly, we’re a company that has helped budding entrepreneurs start over 150,000 new businesses (and counting). We take a complex process and automate it to make it easier for small businesses and individuals to launch their business dreams without having to go it alone or find, hire, and pay high-priced and uncertain legal fees.


In the last five years, we’ve grown from a lawyer and two online entrepreneurs into a team 65 strong – and you can bet we’re not done yet. We’re self-funded, profitable, and proud to be a leader in our industry. Our mission is to break down barriers so anyone can follow their dreams and create something special for themselves and their communities.

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