Role Description We're looking for a Customer Experience Operations Manager who serves as the primary technical administrator and subject matter expert for the Customer Office tech stack and related platforms. Reporting to Senior Director, you'll manage and optimize system configurations, workflows, automations, integrations, and reporting to support customer engagement strategies and operational processes. In this role, you'll drive workflow design and AI-enabled automation across the customer lifecycle to enhance efficiency, streamline processes, and improve service delivery. This role is open to remote-applicants within the state of Maharashtra, India. What You’ll Do - Customer Experience Systems Administration & Ownership - Act as the primary technical administrator and subject matter expert for the Customer Office tech stack, including Gainsight, Kantata (Mavenlink), and related platforms. - Own, manage, and optimize system configurations, including workflows, automation, business rules, integrations, and reporting. - Ensure systems are accurately configured, integrated, and aligned to enable customer engagement strategies and operational processes. - Provide advanced system support and troubleshooting, proactively resolving issues to minimize disruption and ensure continuity for Customer-facing teams. - Monitor system performance, conduct regular audits, and implement enhancements to maintain scalability, reliability and best-in-class system operations. - Workflow Design, Automation & AI Enablement - Design and implement end-to-end workflows across the customer lifecycle, ensuring seamless handoffs between teams and systems. - Drive AI and automation initiatives, including predictive health scoring, intelligent triggers, and workflow automation to improve customer engagement and team efficiency. - Identify and implement process improvements, leveraging automation and system enhancements to reduce manual work and optimize performance. - Partner with cross-functional stakeholders to gather requirements, evaluate impact, and deliver scalable system solutions. - Collaborate with Customer Success, Support, and Professional Services teams to maximize system capabilities and improve service delivery. - Plan and drive implementation of new tools, features, and enhancements, ensuring successful rollout, adoption and integration. - Manage vendor relationships and evaluate new technologies, including AI-driven solutions. - Operational Excellence & Enablement - Identify opportunities to continuously improve processes, workflows, and system usage across the Customer Office. - Act as a trusted advisor and systems expert, providing guidance, training, and best practices to internal teams. - Support change management and enablement to ensure effective adoption of tools and processes. - Perform other related duties as assigned. Qualifications - 8+ years of experience in Customer, Revenue, or Operations roles, with significant hands-on experience in ownership of platforms such as Gainsight, Kantata, Salesforce, or similar tools, ideally in SaaS or technology environments. - Proven experience in configuring, optimizing, and maintaining Customer Experience or Customer Success platforms, including workflows, automation, and reporting. - Preferred: Gainsight Admin, Experience with Professional Services Automation tools (e.g., Kantata/Mavenlink) and CRM platforms (e.g., Salesforce) and data integration tools. - Experience with system integrations, data management, and reporting/analytics. - Experience implementing or leveraging AI and automation solutions in operational environments. - Strong understanding of the end-to-end customer lifecycle and Customer Experience strategy. - Demonstrated ability to translate business requirements into technical solutions and deliver scalable systems. - Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing team needs over individual needs. - Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions. - Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding. - Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems. Who You Are - Solution seeker: You’re focused on tackling new challenges, solving problems, and moving the business forward—and you don’t wait to be asked. - Lifelong learner: You have a growth mindset – you’re here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn’t. - Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity. - Intentional collaborator: You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information. - Critical challenger: You have the trust in your team to ask difficult questions in order to get to the best end result. - Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively. - Integrated thinker: You look beyond your role and responsibilities to understand how your team’s work drives broader organizational goals. - Accountable owner: You take pride in the work you’re responsible for with a mindset of ultimate accountability and reliability for the outcomes. - Bar-raiser: You step up to help your team grow and succeed, even when that means going beyond what might be expected. Guiding Principles - Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp - One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best work without compromising who they are. #OneTeam #FreeToBeMe - Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed - Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile - Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses - Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies Accommodations will be provided as requested by candidates taking part in all aspects of the selection process. #LI-Remote Use of AI in Hiring: Hootsuite uses artificial intelligence (AI) to support our recruitment process. These tools may assist with screening and assessing applicants and/or summarizing interview feedback. All final hiring decisions are made by human decision-makers who use their professional judgement to review and evaluate relevant candidate information in addition to AI outputs. For more information about how we use AI and your rights, please see our Careers Privacy Policy.

Role Description Branson Ultrasonics is seeking a Service & Repair Technician to join our team! This remote opportunity is responsible for assembly, test, troubleshooting and repair of both standard and special equipment. - Develop written and verbal estimates for repair evaluations. - Work from verbal or written engineering documentation, BO’s, assembly prints, plumbing diagrams, electrical diagrams or schematics, to meet department production schedule. - Accept field service phone calls to assist customers in troubleshooting on-site problems and initiate actions to minimize customer down time and total customer satisfaction in all activities. - Make recommendations to help implement process improvements to ensure quality goals are met. - Perform Equipment Calibrations when required. In This Role, Your Responsibilities Will Be: - Responsible for repair documentation and written/verbal cost estimates by evaluating controls, power supplies, a variety of actuators and technologies such as Ultrasonics, Metal Welding, Industrial Cleaning and Laser Welding, or by soliciting assistance as needed for applications issues. - Work with and operate hand tools and electrical/electronic test equipment to perform a variety of electrical and mechanic tests and operation to repair and verify customer equipment for shipment. - Ability to read and interpret engineering prints, sketches and verbal instructions. - Assist in the development and documentation of new and special products. - Suggest and implement test criteria for capability studies. - Inspect work for defects workmanship to ensure quality at every stage of the process. - Work within established time standards to meet customer repair turnaround and estimated repair cost. - Requires ability to schedule and analyze workload to achieve objectives. - Perform administrative and record keeping support as required to meet the company objectives; time sheets, cycle counts, reconciliations, BOM audits, quality data information, warranty in-house repair costs. - Assemble, test, troubleshoot and repair electronic and Electro-mechanical assemblies to prescribed test procedures, using test equipment such as, but not limited to; VOM, Oscilloscope and current meters. - Calibrate equipment when required. - Maintain equipment and proper housekeeping and workplace organization. - Assist in forecasting and control incoming repairs to achieve company repair turnaround objectives. - Perform other duties as assigned by Service Manager. Qualifications - HS or equivalent GED, with additional specialized knowledge of engineering disciplines as would normally be obtained through formal technical training at the college to Trade School level. - Minimum of 5 years’ experience in progressively complex troubleshooting and repair on Electro-mechanical machines and components. - Working knowledge of manufacturing concepts. - Ability to travel 80 to 85%. - Legal authorization to work in the United States - Sponsorship will not be provided for this position. Preferred Qualifications That Set You Apart - Associate or Bachelor Degree in Engineering or similar field. - Good communication skills, both written and verbal, to effectively deal with customers. - Good mechanical background and well organized. - Ability to read and understand both mechanical and electrical blueprints, layouts, wire lists, and schematics. - Position requires extensive travel, including overnight. Benefits - Flexible, competitive benefits plans to meet you and your family’s physical, mental, financial, and social needs. - Variety of medical insurance plans, with dental and vision coverage. - Employee Assistance Program. - 401(k) plan. - Tuition reimbursement. - Employee resource groups and recognition programs. - Flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

Role Description - Respond to customer inquiries. - Resolve issues professionally. - Document interactions accurately. - Escalate complex issues. - Meet response-time goals. - Maintain customer satisfaction. - Collaborate with internal teams. - Follow company procedures. Qualifications - 2+ years of customer service experience. - Excellent English communication. - CRM/ticketing system experience. - Problem-solving skills. - Ability to multitask. - Professional attitude. - Reliable internet. - Customer-focused mindset. - English proficiency at a C1 level or higher (written and verbal) with a slight to neutral accent. - Availability to work during Eastern Time (ET) business hours. Requirements - Experience with Zendesk, Freshdesk, Intercom, or Salesforce. - BPO or SaaS experience. Benefits - Opportunity to work on diverse and exciting projects. - Supportive and collaborative work environment. - Weekly payments. - Weekends off. - Growth Opportunities.

• Monitor agent performance regarding quality, productivity, and attendance • Provide coaching and feedback based on metrics and QA • Handle customer escalations as needed • Ensure schedule adherence by agents • Maintain coaching logs