Relay · 16 hours ago
Customer Operations System Specialist II
Raleigh, NC
Full-time
Onsite
Mid Level
3+ years expRelay is a Raleigh-based tech startup on a mission to change the way we communicate, and they are looking for a Customer Operations System Specialist II who will thrive in a dynamic high-growth environment. This role involves implementing and maintaining strategic technology solutions to enhance efficiency and empower customer-facing teams, leveraging AI to improve operational processes.
Communication HardwareGPSProductivity ToolsSoftware
Responsibilities
Implement, Iterate, and Support Operational Processes and Technology: Partner with leadership across Customer Success and Support to execute the technology roadmap, focusing on building and maintaining the core operational systems. You'll design, implement, and iterate on system configurations, custom automations, and advanced workflows within our CRM, CSP, and other key platforms to drive efficiency and support our operating strategy
Leverage AI for Operational Transformation: Be well-versed in the application of AI/LLM technologies to solve operational challenges. Identify opportunities and implement AI-powered tools and solutions to improve team efficiency and enhance customer experience
Provide Technical Documentation: Create and maintain clear, accurate technical documentation for the processes, automations, and tools you build to ensure long-term sustainability of our evolving tech stack and knowledge transfer
Technical Troubleshooting: Provide advanced technical support for operational systems, troubleshooting complex issues and implementing permanent solutions to prevent future problems
Data Analysis and Reporting: Utilize data querying tools such as SQL to build reports and dashboards that provide insights into customer health, team performance, and operational KPIs, supporting data-driven decision-making. Ensure new and revised systems and processes follow our existing data structure to ensure proper data hygiene, consistency, and efficient data analysis
Cross-Functional Partnership: Immerse yourself in the daily operations of Customer Success and Customer Support, to gain and maintain a thorough understanding of their key functions, technology utilization, and core processes. This will enable your effectiveness in partnering with these teams through enhancements and iterations
Qualification
Required
3-5 years of experience in System Administration/Engineering, or Systems Technology role, with a strong focus on systems administration and technology processes
Advanced technical proficiency with a proven ability to build and manage systems
Experience with administration and customization of CRM and/or Customer Success platforms (i.e. Zoho, Hubspot, Gainsight, Totango, Zoom, etc.), including new system implementations and enablement
Experience leveraging AI/ML tools to improve business or operational processes
Expert-level skills with spreadsheets (e.g., Google Sheets, Microsoft Excel), including advanced functions, pivot tables, and data modeling
Experience with scripting languages (e.g., JavaScript, Python, etc.) or other programming languages to perform various functions
Knowledge of APIs and experience building secure integrations between systems
Strong proficiency in SQL for data analysis and reporting
Excellent analytical and problem-solving abilities with meticulous attention to detail
Project management experience and familiarity with PM principles (AGILE, SCRUM, etc.)
Bachelor's degree in a relevant field or equivalent experience
Benefits
100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
Generous Paid Time Off
401(K) Savings Plan + Company Match
Baby Cash Reward + Paid Parental Leave
Wellness Perks, including a world-class onsite fitness center with instructor led classes + locker room as well as endless outdoor amenities whether tennis, basketball, cycling, or pickleball is your jam
Latest tech, standing desks, and all the accessories and software you need to succeed in your role
Company
Relay
Relay is a cloud based communication platform that offers team communications, operational insights, and workers safety for the leaders.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$48MKey Investors
G2 Venture Partners
2024-06-10Series B· $35M
2023-04-26Series A· $13M
Leadership Team
Chris Chuang
Co-founder and CEO
S
Shiv Hira
Chief Financial Officer
Recent News
Business Up North
2026-02-03
BusinessCloud
2025-12-24
Company data provided by crunchbase