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Customer Service Systems Analyst

US

Who We Are

Born from a mission to make prescription eyewear affordable and accessible to everyone, Zenni Optical has been changing the way people see the world since 2003. With complete prescription pairs for adults and kids starting at under $10, we’ve grown into a global brand with over 51 million pairs of glasses sold — and counting!

Based in the San Francisco Bay Area, we're proud to be the Official Eyewear of the San Francisco 49ers, Boston Celtics, Monster Jam, Ghost Gaming, TSM, Major League Pickleball and more. We've also partnered with tastemakers and designers like Chase Stokes, Jrue Holiday, and George and Claire Kittle to bring our brand to life in bold, meaningful ways.

Innovation is at the heart of everything we do at Zenni — from our revolutionary EyeQLenz™ with Zenni ID Guard™  glasses to our cutting-edge VR Vision Screener, we're constantly exploring new ways to improve vision and enhance lives. For more information, please visit zenni.com/press.

Candidate safety is important to us. Please note that all official communication will only be sent from @zennioptical.com addresses.

Position Overview: 


As a pivotal figure within Zenni's award-winning Operational Excellence Customer Service team, we are seeking a highly skilled Systems Analyst/Administrator with a focus on customer service operations. Reporting to the Sr. Manager, Operational Excellence, the ideal candidate will be responsible for the implementation, management, and optimization of the tools and systems crucial to our customer service department. This role demands a strong analytical mindset, exceptional problem-solving skills, and the ability to collaborate effectively with cross-functional teams.

Responsibilities:

  • Tool Assessment & Implementation: Help lead the assessment and implementation of new customer service tools and systems, ensuring seamless integration with existing platforms and workflows.
  • System Management: Oversee the day-to-day management of customer service systems, including troubleshooting or outage issues, onboarding/offboarding users, performing routine maintenance, and ensuring data accuracy.
  • Optimization: Continuously evaluate system performance and identify opportunities for improvement, streamlining processes to enhance efficiency and effectiveness.
  • User Training, Support, and Documentation: Develop documentation and provide ongoing support to customer service teams, ensuring they are proficient in utilizing system functionalities to their fullest potential. Maintain comprehensive documentation of system configurations, processes, and procedures to facilitate knowledge sharing and ensure compliance with industry standards.
  • Reporting and Data Analysis: Utilize data analytics tools to build relevant reporting, extract insights from customer service metrics, and inform stakeholders for strategic decision-making to drive improvements in service quality.
  • Collaboration: Collaborate closely with IT teams, vendors, and stakeholders to align system capabilities with business objectives and address evolving needs.
  • Compliance: Ensure that customer service systems adhere to relevant regulatory requirements and security standards, implementing necessary controls to safeguard sensitive information.
  • Continuous Learning: Stay updated on emerging technologies and industry trends in customer service management, and incorporating best practices to enhance departmental operations.

Basic Qualifications: 

  • 5+ years of relevant experience in systems analysis, administration, or a similar role within a customer service environment
  • Proficiency in implementing and managing customer service tools such as CCaaS systems, LMS tools, ticketing platforms, and knowledge bases
  • Strong analytical skills with the ability to translate business requirements into technical solutions
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders
  • Knowledge of industry regulations (e.g., GDPR, PCI DSS) and security best practices
  • Experience with data analysis and visualization tools (e.g., SQL, Tableau) is a plus

Preferred Qualifications:

Experience with Gladly, Stella Connect/Medallia, Maestro QA, Assembled, Freshworks

U.S. Perks & Benefits:

  • Annual Bonus Program
  • Healthcare: 100% medical, dental, and vision coverage for employees (50% for dependents)
  • 401k with 4% employer match
  • Generous PTO in addition to our Week of Zen - the time between Christmas and New Year’s to relax and recuperate 
  • Fully Paid Parental Leave - 16 weeks for birthing and non-birthing parents 
  • Tech Stipend - $50 USD per payroll  towards tech & cell phone expenses
  • Annual Zenni Gift Card - to use towards our products!

Compensation

In addition to other forms of compensation like perks and benefits, the estimated range for this role is $61,000 - 72,000. The final offer will be determined based on permissible, non-discriminatory factors such as skill set, experience, geographical location, market conditions, and other organizational needs. The Company reserves the right to change, modify, or revisit the salary range for various reasons including business needs.

(U.S. ONLY) Please Note: While Zenni Optical is a remote first company, we are registered in most, but not all states. If you are located in one of the following states full time, we welcome you to apply: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Illinois, Iowa, Kansas, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nevada, New Jersey, New York, Ohio, Oregon, Texas, Utah, Virginia.

We look forward to hearing from you!

We strive to build a diverse team of individuals with a broad range of experience and perspectives. We encourage you to apply even if you don’t feel you meet all the qualifications.

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