Customer Success Operations Specialist

What you will do

Process excellence and scale — Map, document, and improve core CS and GTM processes. Remove waste before you automate. Own SOPs, QA checks, and run monthly audits to remove wasteful processes. Publish changes and keep versions tidy. Run projects to help customer onboarding scale.

Data and integrations — Keep Planhat clean. Set data standards, run audits, and fix at the source. Monitor Oaky integration health. Trigger alerts on data drops and kick off outreach and fixes.

Automation and tooling — Build lifecycle automations in Planhat, Intercom, Salesforce, and Make or Zapier. Use APIs where needed to sync data, create alerts, and auto-create tickets or tasks.

Lifecycle enablement — Support mass onboarding, segmentation, and code mapping when required. Standardise templates and checklists. Run scaled motions like onboarding webinars, post-live sessions, and light in-app guidance.

Knowledge and content ops — Turn repeated questions into help articles, step-by-step instructions, GIFs, and short videos. Keep the help centre current and searchable. Track views, deflection, and gaps.

Analytics and reporting — Own simple dashboards for time to first value, monthly go-lives, backlog burn down, integration uptime, CRM hygiene, and adoption. Share a weekly update with wins, risks, and the next three fixes.

Specific tasks — Churn ops (delete future data, anonymise, close tasks, and log learnings). Help centre content and short tutorials with Support. Onboarding and post-live webinars. Support segmentation and code mapping at scale. Salesforce cleanup and outreach to hotels with operational tasks such as unmapped codes.

What you bring

A sharp eye for detail and a love of structure.

Strong organization and prioritization across many small projects.

Clear, simple writing and clean docs.

Experience with data entry or database work.

Working knowledge of Salesforce or similar CRM.

Basic automation skills with Make or Zapier. Comfortable reading API docs and JSON.

Bonus points

Tooling knowledge : Planhat, Canva, Loom, Intercom.

SaaS or CS ops experience.

Light project management in a technical setting.

Good sense for simple design in docs and tutorials.

Key Skills required

Project and Program Management

Process Design and Documentation

Data and Systems Operations

Automation and Tooling

Communication, Training, and Content Design

Compensation and benefits

Learning and development budget

25 holidays

Laptop

Flexible work, including work from abroad

Open, international team with regular team days

Interview process

Round 1 : Intro call with Hiring Manager, 15 minutes

Round 2 : Hiring Manager interview, 30 to 45 minutes

Round 3 : Assignment

Final round : Founder and HR, 30 to 45 minutes

How to apply

Send a short video pitch about you and why you fit this role along with your application. Note : We do not work with recruitment agencies.

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