Senior Process Optimization Specialist

4 days ago


London, Greater London, United Kingdom DigitalGenius Full time

**About DigitalGenius**

DigitalGenius is a pioneering AI company that delivers innovative applications of artificial intelligence and APIs to top customer service operations worldwide. Our team of dedicated professionals is committed to driving CX excellence in e-commerce, with offices in London, the UK, EU, Canada, and the US.

This role is open to candidates based in the UK or EU.

**Job Description**

As a Senior Process Optimization Specialist at DigitalGenius, you will be part of our Support function within the Service Delivery department. You will work closely with the Solution Engineering team to maintain existing solutions in an agile manner, ensuring timely triaging of customer issues and adapting automation processes via our Visual Flow Builder.

Your responsibilities will include:

  • Triaging customer issues by managing multiple technical support requests
  • Attending sprint ceremonies to prioritize and review support requests from account teams
  • Optimizing automation processes via our Visual Flow Builder
  • Maintaining documentation of technical configurations and processes
  • Internal initiatives to improve Service Delivery processes
  • Identifying product enhancement potential for our Product team

**Requirements**

We are looking for a candidate with strong organizational and time management skills, excellent communication, critical thinking, and analytical skills. Experience working with Customer Service CRMs (e.g., ServiceCloud, Zendesk, Freshdesk, Gorgias) is preferred, as well as experience working in a Support function, ecommerce, and building automated process flows.

**Salary Information**

The estimated annual salary for this position is £60,000 - £80,000, depending on location and experience.

**Benefits**

  • WeWork membership for remote employees
  • Annual Company Week Off (in addition to Vacation Policy)
  • Birthday Off (in addition to Vacation Policy)
  • Monthly $210 fitness stipend
  • Freedom to experiment with your own ideas
  • Environment to develop your skills without bureaucracy or red-tape


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