Sr CX Technology Specialist

We all have important information we need to manage and protecting it should be easy. Over 150000 businesses and millions of people log in to 1Password to unlock smart simple access to everything they care about. Our vision is to create a safer simpler digital future for everyone and our culture values simplicity honesty and a human-centric approach to solving problems. Come help us unlock peace of mind so everyone can stay safer online.

As a Sr CX Technology Specialist you will play a pivotal role in managing and optimizing the technology tools that power our Customer Experience operations. Your primary focus will be on the deployment management and enhancement of the technology tools our Customer Experience team uses. This includes AI-driven systems CRM software ticketing systems customer feedback platforms and others.

Your day-to-day responsibilities will involve ensuring that these systems run smoothly and effectively. You will be responsible for troubleshooting any technical issues that arise implementing updates and improvements and training the team on any new features or changes.

Additionally you will work to leverage these tools to enhance customer satisfaction and loyalty. By analyzing user feedback and monitoring performance metrics you will identify opportunities to improve these systems and work with CX leadership to implement these changes.

Your role also extends to the creation of a supportive work environment for our employees. You'll ensure that our tools and systems are user-friendly and that our team members have the training they need to use them effectively.

Your success in this role will be measured by the efficient functioning of our technology tools improvements in customer satisfaction and loyalty and the overall enhancement of business performance. As our Technology Specialist your expertise and efforts will significantly contribute to our company's operational efficiency and customer service excellence.

This is a remote opportunity within Canada and the US.

What we're looking for:

• 5+ years of experience in a Technical Support or related role with a preference for practical experience implementing upgrading or maintaining a variety of customer service technologies

• Proven experience managing and optimizing technology tools and systems in a customer support or operations setting showcasing a track record of success in similar roles.

• Strong understanding of and experience with CRM software AI-driven solutions and ticketing systems demonstrating the ability to manage and improve these tools.

• Strong skills in interpreting data and trends communication and collaboration

• Familiarity with automation processes and tools including the ability to identify opportunities for automation in customer support processes.

• Demonstrated ability to troubleshoot technical issues and implement updates and improvements demonstrating problem-solving skills and technical proficiency.

What you can expect:

• Manage and maintain Customer Experience tools and systems including but not limited to AI-driven systems CRM software ticketing systems Learning Management Systems (LMS) and customer feedback platforms ensuring their optimal functionality.

• Collaborate with stakeholders to identify opportunities for automation develop and implement data driven solutions and source/design and implement tools and processes that enhance the customer and user experience for the Customer Experience team

• Analyze the routing of customer tickets to identify problems to solve to enhance the customer experience. Participates in cross functional initiatives to improve the customer experience contributing technological expertise and innovative thinking

• Continually assess the performance and effectiveness of technology tools proposing and implementing improvements based on data analysis and feedback.

• Act as a technical point of contact for the Customer Experience team assisting with troubleshooting updating systems providing reports and data/metrics and delivering training on technology tools.

• Stay abreast of emerging technology trends and advancements proposing their application where they could enhance our customer support processes or tools.

USA-based roles only: The Annual base salary for this role is between $107000 USD and $145000 USD plus immediate participation in 1Password's benefits program (health dental 401k and many others) utilization of our generous paid time off an equity grant and where applicable participation in our incentive programs.

Canada-based roles only: The Annual base salary for this role is between $98000 CAD and $132000 CAD plus immediate participation in 1Password’s generous benefits program (health dental RRSP and many others) utilization of our generous paid time off an equity grant and where applicable participation in our incentive programs.

At 1Password we approach each individual's compensation with a promise of fair market value and internal equity commensurate with experience and specific skill set.

What we offer:

We believe in working hard and resting hard. We’re always looking for new ways to support our team members but here’s a glance at what we currently offer:

Health and wellbeing

> 👶 Maternity and parental leave top-up programs

> 👟 Wellness spending account

> 🏝 Generous PTO policy

> 💖 Company-wide wellness days off scheduled throughout the year

> 🧠 Wellness Coach membership

> 🩺 Comprehensive health coverage

Growth and future

> 📈 Employee stock option program for all full-time employees

> 💸 Retirement matching program

> 💡 Training budget 1Password University access and learning sessions

> 🔑 Free 1Password account (and friends and family discount!)

Flexibility and community

> 🤝 Paid volunteer days

> 🌎 Employee-led DEIB programs and ERGs and ECGs

> 🏠 Fully remote environment

> 🏆 Peer-to-peer recognition through Bonusly

You belong here.

1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive diverse and equitable workplace that is built on trust support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression race ethnicity disability sexual orientation colour religion creed gender national origin age marital status pregnancy sex citizenship education languages spoken or veteran status. Be yourself find your people and share the things you love.

Accommodation is available upon request at any point during our recruitment process. If you require an accommodation please speak to your talent acquisition partner or email us at [email protected] and we’ll work to meet your needs.

Remote work is a part of our DNA. Given that our company was founded remotely in 2005 we can safely say we're experts at building remote culture. That said remote work at 1Password does mean working from your home country. If you've got questions or concerns about this your Talent Partner would be happy to address them with you.

Successful applicants will be required to complete a background check that may consist of prior employment verification reference checks education confirmation criminal background publicly available social media credit history or other information as permitted by local law.

Candidate Privacy Notice

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