RevOps Specialist, Customer Success

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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">About OpenEd:<br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\"><br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">At OpenEd, we’re opening the world to every learner. With over 100,000 students served and growing rapidly, families trust us as a partner to the most precious thing in their lives, their children. Our vision: a future where education is no longer constrained by geography, rigid models, or outdated systems. Our mission: to give every student customized, world-class education and resources, empowering families and opening millions of doors for learners across the country.<br><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Our Culture (The Foundation of Everything We Do):<br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\"><br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Culture at OpenEd is intentional. It’s defined by what we promote—and what we tolerate. Our latest eNPS (employee net </span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">promoter score) of </span><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">76</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> places </span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">OpenEd in the top .1% of technology companies. Our values aren't just words; they are non-negotiable principles that guide every decision:<br><br></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Customer First</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> – Obsessed with delivering value; we fight tirelessly for our learners and families.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Hard Choices, Easy Life</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> – Face challenges directly, swiftly, and transparently.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">I Did &gt; We Should</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> – Action over theory; bring experiments, not just opinions.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Learn Out Loud</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> – Share your growth openly; feedback is a gift, ego is the enemy.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Prioritize Ruthlessly</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> – Excellence in the few critical areas over mediocrity everywhere.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Fast AND World Class</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> – Speed doesn’t compromise quality.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Strong Opinions, Weakly Held</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> – Advocate passionately, adjust readily.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Make Others Famous</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> – Elevate your colleagues, partners, and community.<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">About the Role:</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\"><br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\"><br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">The RevOps Specialist - Customer Success is a strategic business partner role sitting at the intersection of Customer Success, Support, Revenue Operations, and the systems that serve all three.  </span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">You are not the HubSpot administrator; that responsibility sits with our Systems team. What you are, is the bridge: the individual who deeply understands how our CS and Support teams operate, shows up to every key team meeting with empirical data and a point of view, and translates operational needs into clear, well-scoped requests the Systems team can act on.  </span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"><br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Capacity planning and operational visibility are central to this role. At its best, you will make Customer Success and Support smarter about how they are operating, make Systems more effective by arriving with well-defined requirements, and give RevOps leadership a reliable read on the health of the post-sale customer engine. Your bigger contribution is performance: using data, platform knowledge, and cross-functional relationships to help the team hit its targets, scale without breaking, and continuously improve the metrics that matter most to our customers and the business.<br><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Your Immediate Impact</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">:<br><br></span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Strategic Business Partnership: Attend key CS and Support planning, QBR, and operational meetings as a standing participant to bring data and operational intelligence into conversations proactively</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Capacity Planning &amp; Workforce Visibility: Own capacity planning for CS and Support by modeling team workload against volume trends, seasonality, staffing levels, and headcount data to give leadership a forward-looking view.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Systems Liaison: Serve as the CS/Support-side liaison to the Systems team to translate team needs into well-scoped technical requirements, identify configuration errors, and QA workflow changes before they ship.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Analytics &amp; Reporting: Own performance reporting and build self-serve dashboards in HubSpot and Metabase covering ticket volume, resolution time, CSAT, SLA attainment, and team productivity.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Process Improvement: Evaluate the full CS and Support tech stack deeply to identify underutilized tools, map out where data/processes break down, and recommend HubSpot Service Hub updates.<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Success Metrics: <br><br></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Retention rates, CSAT, SLA attainment, time to resolution, and expansion revenue.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Accuracy and utility of forward-looking capacity models that successfully predict demand and highlight SLA risks or churn exposure.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Quality and clarity of technical requirements submitted to the Systems team, measured by reduction of errors and seamless UAT/post-launch project validations.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Creation of trusted, self-serve dashboards that reduce leadership's dependency on custom, ad-hoc reports.<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Who You Are:<br><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Required Qualifications</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Experience: 3+ years of experience in Customer Success Operations, Support Operations, Revenue Operations, or a closely related analyst or business partner role.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Workforce Modeling: Demonstrated experience with capacity planning, workforce modeling, or operational forecasting for a customer-facing team.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">HubSpot Knowledge: Deep working knowledge of HubSpot (expert enough to evaluate ticket pipeline logic, SLA configurations, and automation architecture critically without owning day-to-day administration).</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Technical Scoping: Proven ability to write well-scoped technical requirements for a HubSpot admin team and QA the output.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Analytical Mindset: Strong analytical skills to surface non-obvious insights and use data to influence team planning, resource decisions, and advocate for a point of view.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Cross-functional Collaboration: Experience working as a business partner, building trust with leaders who have varying levels of data fluency.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">BI Tooling &amp; Communication: Strong working knowledge of Metabase or comparable BI tools for dashboard construction, combined with excellent written and verbal communication skills.</span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Preferred Qualifications</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">HubSpot Service Hub certification or equivalent hands-on experience.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Experience with CS platforms (e.g., Gainsight, Totango, ChurnZero, Intercom) and support platforms (e.g., Zendesk, Freshdesk), particularly regarding CRM data integration.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Experience supporting queue management, SLA governance, or escalation workflow design.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Familiarity with workforce management concepts like volume forecasting, shrinkage, schedule adherence, and occupancy targets.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Knowledge of customer health scoring frameworks, churn risk indicators, and post-sale lifecycle stage design.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Exposure to HubSpot custom object modeling and complex pipeline architecture.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">Background in B2C or B2B SaaS, RevOps consulting, or a high-growth environment where influence matters more than authority.<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">This Role Will Excite You IF:<br><br></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">You want to win and care deeply about the numbers that define post-sale customer engine success.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">You do not wait to be asked how a team is performing; you already know, have a point of view on what is driving it, and show up with a recommendation.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">You love to analyze ticket volumes, team workload, and staffing trends to tell a meaningful story about what is happening and what needs to change.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">You thrive when bringing analytical clarity into planning conversations where most people in the room do not have it.<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Team &amp; Autonomy:</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\"><br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\"><br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">This role earns its seat at the table through expertise and relationships. You will operate as the connective tissue between Customer Success, Support, and Systems, working cross-functionally to ensure requirements flow clearly in both directions and nothing gets lost in translation. You will have the autonomy to audit existing logic, build core dashboards, and develop recurring capacity planning models that directly inform hiring timelines and queue management. <br><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Reporting Line:</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\"><br></span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">This position reports directly to the VP of Operations and Finance.<br><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Company Benefits:<br><br></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Competitive salary </span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">and 401k plan + company matching opportunities.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Comprehensive Health Benefits:</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> Health insurance package including medical, dental, vision, life, critical illness, accident, STD/LTD, HSA, and FSA with dependent care.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Flexible Work Arrangement:</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> We’re a fully remote workforce that emphasizes a healthy work-life balance by allowing some autonomy in work hours.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Generous Paid Time Off </span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">policy, enabling you to recharge, spend quality time with loved ones, and pursue personal interests outside of work.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">Supportive Team Environment:</span><span style=\"font-family: Inter, sans-serif; font-size: 10pt\"> Join a supportive and collaborative team environment where your contributions are valued, and teamwork is encouraged, fostering a culture of success and mutual respect.<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt; font-weight: bold\">EEO Statement:<br><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">OpenEd is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. <br><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 10pt\">OpenEd participates in E-Verify.</span></p>",
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