Business Operations Specialist
Operations · Plano, TX · Full-time
About Yobi:
Yobi is a platform where you can build your voice-first AI agents. Our digital agents handle customer interactions seamlessly—whether by voice or text, across any channel. We empower businesses to revolutionize their communication with intelligent, scalable AI solutions.
Role Overview:
As a Business Operations Specialist at Yobi, you will serve as the critical bridge between our customers and product team. You'll be the primary point of contact for managing customer concerns, addressing complex issues, and advocating for customer needs within the organization. This customer-centric role requires exceptional relationship management skills while also maintaining a strategic focus on improving business operations. Your insights will directly influence product development and customer satisfaction initiatives.
Key Responsibilities:
Customer Advocacy & Issue Resolution:
- Serve as the primary point of contact for escalated customer concerns and complaints
- Investigate, troubleshoot, and resolve complex customer issues
- Develop and maintain strong relationships with key customers
- Create and implement processes to improve the customer experience
Product-Customer Liaison:
- Gather and translate customer feedback into actionable product requirements
- Advocate for customer needs in product planning sessions
- Work closely with product teams to ensure customer priorities are addressed
- Communicate product updates and roadmap information to customers
Operational Support:
- Analyze customer interaction data to identify trends and improvement opportunities
- Develop solutions to recurring customer issues and operational challenges
- Create documentation and resources to support customer-facing teams
- Implement processes that enhance efficiency and customer satisfaction
Business Intelligence:
- Track and analyze key customer satisfaction metrics and operational KPIs
- Create reports highlighting customer needs, pain points, and opportunities
- Identify patterns in customer feedback that inform product strategy
- Present customer insights to leadership with actionable recommendations
Requirements:
- Bachelor's degree in Business, Customer Success, or related field
- 2-4 years experience in customer-facing roles or business operations
- Exceptional interpersonal and communication skills
- Strong problem-solving abilities with a customer-first mindset
- Experience managing customer relationships and resolving complex issues
- Analytical skills with proficiency in data analysis tools
- Ability to thrive in a fast-paced, demanding startup environment
- Experience with CRM systems and customer support tools
- Knowledge of SaaS/tech industry preferred