Operations Efficiency Associate – Customer Experience

What is Embat

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.

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.

We are a diverse team of 100 members backed by top international investors aiming to go global and make Embat an exceptional place to February 2024 we completed our third funding round of 15 million led by the renowned international fund Creandum alongside Samaipata 4Founders Capital and VentureFriends.

What are we looking for

We are looking for an Operations Efficiency Associate Customer Experience to help our CX team achieve operational excellence through smarter processes automation and technology.

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.

What will you do

• Analyze end-to-end customer experience workflows to identify bottlenecks and inefficiencies.
• Design and implement solutions that improve case handling speed automation and quality.
• Collaborate with the CX team to define success metrics and monitor performance.
• Leverage AI tools automation systems and data analytics to enhance productivity and customer experience.
• Document and standardize best practices across tools workflows and customer engagement channels.
• Conduct root-cause analyses on recurring customer issues and recommend process or product improvements.
• Partner with Product Tech and Customer Success to drive systemic improvements in the customer journey.
• Train and upskill the CX team on new tools workflows and efficiency techniques.

Your main objectives

• Reduce average case resolution time.
• Maintain or exceed a 90% customer satisfaction (CSAT) score.
• Increase automation of repetitive customer interactions.

What are we looking for

• Bachelors degree in Business Administration Operations or a related field.
• 12 years of experience in operations consulting process improvement or CX analytics in a B2B SaaS environment.
• Strong analytical and problem-solving skills; ability to turn data into actionable insights.
• Proficiency with tools such as Zendesk Intercom or Freshdesk.
• Experience with workflow automation (Zapier Make OpenAI APIs etc.) is a plus.
• Excellent communication and stakeholder management skills.
• A continuous improvement mindset and strong attention to detail.

What comes with working at Embat

• A platform to reach your professional and personal goals.
• Competitive salary based on responsibilities and project scope.
• Hybrid working model & flexible schedule.
• Access to private health insurance through Sanitas.
• Salary on demand restaurant and transport cards and kindergarten checks through Payflow.
• Career progression with biannual performance reviews.
• 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.
• Regular team-building events and 360º development opportunities through sponsored conferences and internal/external talks.