Success Operations Specialist

Job description

Are you passionate about optimizing systems, processes, and tools to elevate customer experiences?

We’re looking for a Success Operations Specialist to join our Customer Success Operations team and drive meaningful improvements across our Support Contact Center and Success Onboarding teams.

Jobber exists to help people in small businesses be successful. We work with small home service businesses, like your local plumbers, painters, and landscapers, to transform the way service is delivered through technology. With Jobber they can quote, schedule, invoice, and collect payments from their customers while providing an easy and professional customer experience. Running a small business today isn’t like it used to be—the way we consume and deliver service is changing rapidly, technology is evolving, and customers expect more. That’s why we put the power and flexibility in their hands to run their businesses how, where, and when they want!

Our culture of transparency, inclusivity, collaboration, and innovation has been recognized by Great Place to Work, Canada’s Most Admired Corporate Cultures, and more. Jobber has also been named on the Globe and Mail’s Canada’s Top Growing Companies list, and Deloitte Canada’s Technology Fast 50™, Enterprise Fast 15, and Technology Fast 500™ lists. With an Executive team that has over thirty years of industry experience of leading the way, we’ve come a long way from our first customer in 2011—but we’ve just scratched the surface of what we want to accomplish for our customers.

The Team:

The Customer Success Operations team is a key driver of operational excellence within Jobber’s Customer Success organization. Focused on supporting the day-to-day operations of our Customer Success and Customer Onboarding teams, this team collaborates cross-functionally with stakeholders across Sales, Marketing, Enablement, Revenue Operations, and Analytics. Our team ensures internal tools like Salesforce and Service Cloud are optimized, identifies opportunities for continuous improvement, and reduces roadblocks through efficient processes and thoughtful use of technology. By leveraging data and collaboration, they enable our Customer Success teams to deliver exceptional customer experiences at scale.

The Role:

The Success Operations Specialist will play a critical role in supporting the operational excellence of Jobber’s Success organization—particularly within our Support Contact Center and Success Onboarding teams. Reporting to the Director of Customer Success Operations, you’ll leverage data, process, and technology to reduce friction, optimize workflows, and drive meaningful improvements across the team.

You’ll act as a key connector between cross-functional stakeholders and the operational needs of the Success team as a whole, including Support. This includes refining and scaling tools (especially Salesforce and Service Cloud), introducing and supporting AI-driven initiatives, and coordinating complex projects that improve team performance and customer experience.

The Success Operations Specialist will:

• Leverage AI Thoughtfully: Identify opportunities to integrate AI into workflows and reporting, and support teams in adopting and scaling AI-driven solutions.
• Intake & Prioritization Management: Own and maintain intake processes for operational requests from across the organization. Track, triage, and organize incoming workstreams, requests, and initiatives to ensure clarity, prioritization, and timely execution.
• Drive Operational Efficiency: Collaborate with Success Leadership to create, refine, and operationalize processes and procedures that streamline how we deliver support and service.
• Evolve Tooling & Tech Stack: Assist with the evaluation, implementation, and ongoing optimization of tools like Salesforce, Service Cloud, Intercom, Assembled, and other contact center solutions, ensuring they meet the evolving needs of the team.
• Reporting & Analysis: Support the health and evolution of dashboards and reports by partnering with Success, Analytics, and Data teams to bring insights forward.
• Cross-Functional Collaboration: Work closely with Enablement, Revenue Operations, Customer Onboarding, Analytics, Marketing Operations, and other departments to align efforts and reduce friction across the customer journey.
• Continuous Improvement: Identify gaps in workflows or data hygiene, escalate risks appropriately, and proactively recommend improvements.

To be successful, you should have:

• Exceptional Organizational Skills: You have a natural ability to manage multiple priorities, stay on top of a dynamic workload, and create structure where it doesn’t exist. You’re deeply organized, self-directed, and capable of designing and maintaining systems that keep operations running smoothly.
• Salesforce / Service Cloud Proficiency: Intermediate to advanced experience with Salesforce, including a strong understanding of Service Cloud in a contact center context. SF Admin certification completed or in progress.AI-Forward Mindset: Experience using AI tools to drive productivity and workflow improvements, with a proactive interest in identifying future applications.
• Support Contact Center Expertise: You understand omni-channel environments and concepts such as skill-based routing and escalation workflows. You also have an understanding of contact center metrics such as AHT, ACW, FCR, SLO, ABA, etc.
• Data-Informed Decision Making: Strong analytical skills with intermediate to advanced experience in Google Sheets (pivot tables, formulas, data manipulation).
• Strong Communication Skills: Ability to distill and communicate complex information to diverse stakeholders in a clear and actionable way.
• Execution-Oriented: You have a bias for action. You prioritize effectively, take initiative, and follow through to execution.
• High Collaboration & Emotional Intelligence: You build trusted relationships with both frontline team members and senior leaders, balancing empathy with problem-solving.
• Agility & Adaptability: Comfortable pivoting quickly in a fast-paced environment while maintaining focus and clarity of direction.

It would be really great if you had:

• Experience with SQL or a working understanding of querying and database concepts.
• Familiarity with workforce management and customer communication tools such as Textline, Zoom, Gong, Calendly, Slack, TextExpander, cloudHQ, HubSpot, Assembled, Intercom, and others.
• Exposure to Agile methodologies or experience working within sprint cycles.

Compensation:

At Jobber, we believe that compensation should be transparent, fair, and reflective of your experience and growth. This role has a minimum annual salary of $71,400, a midpoint of $84,000, and a maximum salary of $96,600, designed to show the progression from learning the ropes to truly excelling.

We design our compensation to reflect each new hire’s skills, experience against the complexity of the role, ensuring a fair and competitive salary. Our range is intentionally broad to support growth and long-term impact, with fully established hires typically starting around the midpoint. The higher end of the range is reserved for those who have demonstrated deep expertise and lasting contributions, while offers below the midpoint reflect strong potential with room to develop. This approach ensures that compensation aligns with both an individual’s current capabilities and their opportunity for future growth.

Base salary is just one part of a total compensation package that will include equity rewards, annual stipends for health and wellness, retirement savings matching, and an extended health package with fully paid premiums for body and mind. Your professional growth matters to us too! You’ll have access to a dedicated talent development program that includes career coaching and opportunities for career development.

We believe in transparency and open conversations about compensation. If you have any questions about our approach, we’re happy to discuss them throughout the hiring process!

What you can expect from Jobber:

• A total compensation package that includes an extended health benefits package with fully paid premiums for both body and mind, retirement savings plan matching, and stock options.
• A dedicated Talent Development team and access to coaching, learning, and leadership programs to help you grow your career, reach your goals, and unlock your full potential.
• Support for all your breaks: from vacation to rest and recharge, your birthday off to celebrate, health days to support your physical and mental health, and parental leave top-ups to support your growing family.
• A unique opportunity to build, grow, and leave your impact on a $400-billion industry that has no dominant player…yet.
• To work with a group of people who are humble, supportive, and give a sh*t about our customers.

We believe that diverse teams perform better and that fostering an inclusive work environment is a key part of growing a successful team. We welcome people of diverse backgrounds, experiences, and perspectives. We are an equal opportunity employer, and we are committed to working with applicants requesting accommodation at any stage of the hiring process.

A bit more about us:

Job by job, we’re transforming the way service is delivered. Your lawn care provider, home cleaning service, plumber or painter could use Jobber to better connect with their customers, save time in the office, invoice faster, and get paid! We’re bringing tens of thousands of people together with technology to deliver billions of dollars a year in services to happy customers. Jobber exists to help make these small businesses successful, and when they’re successful we all win!