Operations Efficiency Associate – Customer Experience

<p>💥<strong>What is Embat?</strong></p><p>Embat is one of the fastest-growing startups in Europe, founded in 2021 to revolutionize how medium and large-sized enterprises manage their finances and cash flow in real time.</p><p>Our mission is to create a SaaS product that leverages advanced technology and delivers an outstanding customer experience, enabling companies to make faster, better-informed financial decisions — improving efficiency by more than 100x compared to Excel.</p><p>We are a diverse team of 100+ members, backed by top international investors, aiming to go global and make Embat an exceptional place to work. In February 2024, we completed our third funding round of €15 million, led by the renowned international fund Creandum, alongside Samaipata, 4Founders Capital, and VentureFriends.</p><p></p><p>💥<strong>What are we looking for?</strong></p><p>We are looking for an <strong>Operations Efficiency Associate – Customer Experience</strong> to help our CX team achieve operational excellence through smarter processes, automation, and technology.</p><p>This role is key to improving service delivery, reducing resolution times, and maintaining our industry-leading customer satisfaction (CSAT) score above 90%. You will work cross-functionally with Product, Tech, and Customer Success teams to design scalable solutions that make our customer journey faster, smoother, and more efficient.</p><p></p><p>💥<strong>What will you do?</strong></p><ul> <li><p>Analyze end-to-end customer experience workflows to identify bottlenecks and inefficiencies.</p></li> <li><p>Design and implement solutions that improve case handling speed, automation, and quality.</p></li> <li><p>Collaborate with the CX team to define success metrics and monitor performance.</p></li> <li><p>Leverage AI tools, automation systems, and data analytics to enhance productivity and customer experience.</p></li> <li><p>Document and standardize best practices across tools, workflows, and customer engagement channels.</p></li> <li><p>Conduct root-cause analyses on recurring customer issues and recommend process or product improvements.</p></li> <li><p>Partner with Product, Tech, and Customer Success to drive systemic improvements in the customer journey.</p></li> <li> <p>Train and upskill the CX team on new tools, workflows, and efficiency techniques.</p> <p></p> </li> </ul><p>💥<strong>Your main objectives</strong></p><ul> <li><p>Reduce average case resolution time.</p></li> <li><p>Maintain or exceed a 90% customer satisfaction (CSAT) score.</p></li> <li> <p>Increase automation of repetitive customer interactions.</p> <p></p> </li> </ul><p>💥<strong>What are we looking for?</strong></p><ul> <li><p>Bachelor’s degree in Business Administration, Operations, or a related field.</p></li> <li><p>1–2 years of experience in operations, consulting, process improvement, or CX analytics in a B2B SaaS environment.</p></li> <li><p>Strong analytical and problem-solving skills; ability to turn data into actionable insights.</p></li> <li><p>Proficiency with tools such as Zendesk, Intercom, or Freshdesk.</p></li> <li><p>Experience with workflow automation (Zapier, Make, OpenAI APIs, etc.) is a plus.</p></li> <li><p>Excellent communication and stakeholder management skills.</p></li> <li> <p>A continuous improvement mindset and strong attention to detail.</p> <p></p> </li> </ul><p>💥<strong>What comes with working at Embat?</strong></p><ul> <li><p>A platform to reach your professional and personal goals.</p></li> <li><p>Competitive salary based on responsibilities and project scope.</p></li> <li><p>Hybrid working model &amp; flexible schedule.</p></li> <li><p>Access to private health insurance through Sanitas.</p></li> <li><p>Salary on demand, restaurant and transport cards, and kindergarten checks through Payflow.</p></li> <li><p>Career progression with biannual performance reviews.</p></li> <li><p>An opportunity to collaborate with founders with over a decade of experience at J.P. Morgan and a team of professionals from banking and high-growth startups.</p></li> <li><p>Regular team-building events and 360º development opportunities through sponsored conferences and internal/external talks.</p></li> </ul>