Customer Operations Specialist

• Once customers are onboarded, your focus will shift to operationalizing the platform within their organization and driving adoption of its core features — Meetings, Services, and Visitors. You will monitor usage and consumption metrics, proactively identify areas where customers may need additional support, and provide hands-on assistance to remove blockers. Your goal is to help customers embed AskCody into their daily operations and maximize their return on investment by increasing workload consumption and platform stickiness.

• You will also support customer retention efforts by participating in regular check-ins and structured touchpoints, such as Quarterly Business Reviews. Collaborating with the Customer Operations Director and the Sales team, you’ll identify upsell and expansion opportunities within existing accounts and play a key role in mitigating churn risks. Your insights and customer interactions will feed into success plans that ensure ongoing value delivery and long-term satisfaction with AskCody.

• You will help oversee and follow up on open support cases, escalate issues where necessary, and ensure that customer expectations are met within defined SLAs. In addition, you will contribute to the development of our customer self-service resources by documenting solutions and sharing knowledge from real-life use cases.

• Finally, you will play an active role in maintaining and improving our operational excellence. By following standardized procedures and frameworks, you’ll contribute to delivering a consistent and scalable customer experience. You’ll also track key performance indicators — including activation rates, time-to-value, and satisfaction metrics — and identify opportunities to improve our workflows. Sharing your learnings with the broader Customer Operations and Product teams, you’ll help shape a proactive, customer-obsessed culture focused on success and impact.

Attitude & Behavior

• You are customer-obsessed and passionate about delivering value through operational excellence
• Customer-first mindset – acting as a trusted advisor. You must truly care about solving the customers’ problem year after year. A customer is never just a transaction – it’s a valuable partnership where success is measured on operationalizing our Platform with the customer, not signing the contract or having onboarded the customer.
• Build trust and relationship – you should be able to build and develop long-term relationships with your likeable and trustworthy personality.
• You are structured, reliable, and thrive on clear processes — but also know when to adapt

• You take ownership and enjoy being accountable for outcomes, not just tasks

• You are curious and eager to learn how our platform fits into the modern workplace

• You bring a positive, proactive mindset — always looking for ways to improve

• You’re a team player who thrives in a collaborative environment and values shared success

• You’re not afraid to speak up, challenge the status quo, and contribute ideas that move the needle

• Curious and always learning – staying ahead of industry trends and customer needs.

• You will become an AskCody Product Master, getting in-depth understanding of AskCody’s suite and each module and feature addresses specific customer needs and challenges. You will be trained to be the Product Expert, as we believe it is required to succeed when implementing and working with a complex SaaS platform.

• Continuous learning and development opportunities – we invest in our people and love to see them grow.
• A collaborative and innovative work culture with a passionate team focused on success.
• The opportunity to influence a growing company where you won’t just be an employee number. We want you to join us on our growth journey and become a significant part of the highly competent AskCody team.
• The opportunity to further develop your professional profile.
• An organization that believes in life balance and freedom alongside responsibility.