Yardly - Customer Operations Manager

Are you an epically awesome individual looking to apply your skills in a fast-growing startup?

Yardly is a managed service marketplace that is re-inventing the yard care industry by offering an easy and reliable 21st-century experience for homeowners looking for longterm yard maintenance. Founded in 2015 in Edmonton, Yardly has grown rapidly into Canada's leading yard service brand, servicing 4 metropolitan areas in 3 provinces and planing to launch nationwide in 2020.

We're looking for highly motivated self-starters who are passionate about making a difference, eager to learn and grow, constantly improving how they do things, and always accountable. Come and join us on our journey to become the world-leading home service brand!

What you’ll do

Reporting to the Chief Customer Officer, the Customer Operations Manager is responsible for overseeing the day to day operations in the Customer Operations Team, supervising the Customer Success Representatives, and implementing and improving the Customer Operations processes designed based on the Customer Experience Journey.

The main responsibilities are::

  • Oversee the company day-to-day operations in the Customer Operations Team

  • Provide training, mentorship and supervision to Customer Success Representatives

  • Continuously improve operating efficiency through process improvement and data analysis

  • Track and improve Operational KPI’s to provide indicators for operational efficiency and company performance

  • Resolve operational issues and customer conflicts when issues arise

  • Develop communication guidelines to ensure consistent customer facing tone and messaging

  • Manage processes for using in-house or 3rd party software to improve operations efficiency

What you’ll need

  • Minimum 2-year experience in a start-up or a management role

  • Strong verbal and written communication skills

  • Eager to learn and grow

  • Continuous improvement

  • Take ownership

Perks

  • A passionate, energetic team with a fun, startup company culture

  • Fast growth opportunities that allow you to maximize your potential

  • A fantastic work environment in a vibrant tech community

  • A variety of fitness and recreation facilities, as well as free parking

  • Competitive salary and fully paid health benefits

Please send in your cover letter and resume for consideration. Applications without a cover letter will be automatically rejected. Only shortlisted candidates will be contacted. Thank you for your interest.

Job Type: Full-time