About the Job:

The Sr Customer Operations Specialist will have the unique opportunity to work across various business and product areas to scope & lead new projects, define and execute new operations processes including training ML models, define process metrics, simplify and improve workflows and work with engineering teams to automate them. This role may also involve supporting our customers by troubleshooting and resolving their issues. Experience in external (customer, partner, or vendor) communications, prior project management experience, ability to set-up new processes from scratch, continuous improvement mindset and a keen eye for details are required.

What you’ll do:

• Learn and understand the Airbase product at a deeper level.
• Partner with Airbase internal teams and external partners to define, scope and lead customer focussed projects
• Participate in leadership meeting to provide regular updates on the projects
• Execute processes/SOPs around training AI/ML models in various areas of Airbase product
• Review and improve the quality of Airbase’s automated data capture solutions by working closely with and providing regular feedback to the Product and Engineering teams.
• Collaborate with the Product/Engineering teams to define and execute operations for special projects that have a direct customer & business impact
• Troubleshoot and ensure the resolution of any issues experienced by customers/vendors.
• Collaborate with Product, Engineering, Professional Services, Customer Support, and Customer Success teams to ensure quick turnaround and provide quality service to Airbase customers.
• Partner with internal teams to identify new use cases requiring operational support and defining workflows/processes for them
• Assist the Customer Support by supporting customer questions through email, live chat, and (occasionally) voice.
• Gather detailed information on the question/issue raised to determine how to best provide assistance to the customer.

What You'll Bring:

• Bachelor’s degree in any business-related field, preferably computer science
• At least 5 years of experience as an external-facing professional, preferably in a B2B SaaS environment
• Confident and can effectively communicate both in oral and written English, especially with customers, partners and leadership team
• Excellent customer/partner/vendor orientation skills
• Highly responsive professional with passion for building processes and great attention to detail
• Agility and flexibility to work on new projects as per the business requirements
• Proven experience in project management & stakeholder management
• Ability to articulate and present project progress, risks and challenges in various company forums
• Excellent problem solving, critical thinking, and analytical skills
• Effective time management skills
• Excellent customer service skills
• Knowledge and experience in the Procure-to-Pay/General Ledger business processes and in ERP/accounting systems is an advantage.Knowledge and experience in payment processing, accounts payable or financial operations
• Quick-learning self-starter who can handle multiple tasks and is highly motivated to provide customer/partner/vendor satisfaction

Note: This role requires working during the PT and ET hours to support our customers