Client Experience Operations Specialist

Overview

Client Experience Operations Specialist — Toptal

About Toptal

Toptal is a global network of top talent in business, design, and technology that enables companies to scale their teams, on-demand. With $200+ million in annual revenue and team members based around the globe, Toptal is the world's largest fully remote workforce. We take the best elements of virtual teams and combine them with a support structure that encourages innovation, social interaction, and fun. We see no borders, move at a fast pace, and are never afraid to break the mold.

Job Summary

As a member of our Toptal Service Center team, you will work closely with the Director, Client Experience, and the leadership of the Toptal Service Center to ensure we have the data, tools, and workflows needed to operate at our best. You will be responsible for extracting and analyzing data from Tableau, SQL, and Zendesk, creating clear insights and reporting packages for leadership. You will also own and optimize our support systems (Zendesk, Slack, automations), helping to streamline workflows and improve efficiency across the organization. This role is a key enabler of our team's success, providing both the operational backbone and the analytical insights that drive better decisions.

Our ideal candidate has outstanding discipline, is highly passionate, and is eager to learn, grow, and develop. You will thrive in a fast-paced environment and strive to go above and beyond to effectively resolve clients' and client services' inquiries, issues, and concerns while maintaining a high level of client satisfaction. This role is perfect for someone who is passionate about using tools and data to solve problems, automate workflows, and make complex processes simple and scalable.

This is a remote position. We do not offer visa sponsorship or assistance. Resumes and communication must be submitted in English.

Responsibilities

• Leverage SQL, Zendesk, and Tableau to analyze data and deliver actionable insights and reporting packages for the Customer Support leadership team.
• Own and optimize Zendesk configuration (queues, triggers, macros, automations) and support tools such as Slack workflows and Zapier integrations to improve efficiency and reduce manual work.
• Work collaboratively with the team's managers and cross-functional partners (Product, Engineering, and Operations) to ensure systems and workflows align with business needs.
• Act with a sense of ownership in identifying process gaps, recommending improvements, and implementing scalable solutions.
• Maintain process documentation and act as a subject matter expert for tools, data extraction, and reporting practices.
• Support ad-hoc analysis and operational projects, providing leadership with the insights needed for decision-making.
• Assist with training and onboarding for team members on tools, workflows, and data processes.

First Week

• Onboard and integrate into Toptal.
• Become familiar with the various platforms and systems Toptal utilizes to offer timely and exceptional client support.
• Complete customized onboarding to navigate through the organization and understand the moving parts that make up the Toptal business model.
• Rapidly begin learning about Toptal's history, culture, and vision, with a focus on the state of the talent industry, the Future of Work, and the core messages important to Toptal.

First Month

• Familiarize yourself with the extensive support materials available to successfully support our clients and talent.
• Learn the key internal and external stakeholders and how clients can best be served by the different Toptal teams during their lifecycle.
• Have a solid understanding of the Toptal platform as it relates to clients and the most frequent request processes.
• Effectively and independently resolve client issues.
• Gain a comprehensive working knowledge of the client experience from start to finish.

First Three Months

• Confidently onboard to our support organization, tools, and workflows.
• Build strong working relationships with the Director and Support Managers.
• Be comfortable extracting data from Tableau, SQL, and Zendesk to produce accurate weekly and ad-hoc reports.
• Learn and document our existing Zendesk setup, Slack workflows, and automations.

First Six Months

• Be recognized as the "go-to" person for data extraction, workflow troubleshooting, and Zendesk admin needs.
• Independently produce reporting packages and insights that help leadership make decisions.
• Deliver at least 2–3 workflow or automation improvements that save the team measurable time.
• Actively document processes and creating clarity around how tools and data are used.
• Start to contribute ideas for larger process or system enhancements.

First Year

• Be fully confident operating as the operational backbone of the support organisation while exercising discretion and independent judgment.
• Anticipate leadership needs by proactively surfacing insights, trends, and opportunities for improvement.
• Lead small-to-medium operational projects (queue redesign, automation rollouts, feature pilots).
• Establish clear reporting and automation processes that run smoothly without micromanagement.
• Be trusted as both a subject matter expert in tools and a partner in shaping how support operates at scale.

Qualifications and Job Requirements

• Bachelor's degree is required.
• 3+ years of experience in operations roles.
• Intermediate SQL proficiency is required. You should be comfortable writing queries to extract and transform data.
• Strong proficiency with G Suite tools, especially tools for analysis and reporting.
• Zendesk admin experience, including managing queues, triggers, macros, and dashboard setup, is a strong advantage.
• Comfortable extracting data from Tableau.
• Experience with workflow automation tools, such as Zapier and Slack workflows.
• Collaborative. Exceptional interpersonal skills and the ability to build strong, customer-centric relationships, both internally and externally.
• Team-oriented. Cooperative and promotes an environment of continuous improvement.
• Problem solver. Must be capable of uncovering issues and resolving them quickly and effectively.
• Time management. Must be able to work independently and manage multiple priorities without constant supervision.
• Ability to work in a fast-paced, rapidly growing company and handle a wide variety of challenges, deadlines, and a diverse array of contacts.
• You must be a world-class individual contributor to thrive at Toptal. You will not be here just to tell other people what to do.

Note

For Toptal Use Only: #southamerica #easterneurope

End of description

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