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Platforms & Automation Analyst

We believe small businesses are at the heart of our communities, and championing them is worth fighting for. We empower small business owners to manage their finances fearlessly, by offering the simplest, all-in-one financial management solution they can't live without.


As the Platforms & Automation Analyst on Wave’s Customer Success team, you will work with a diverse team responsible for developing, executing, and optimizing our platforms in support of CS & business goals. You will ensure that customers and internal team members can access the technology they need to deliver on Wave’s mission to help micro-business owners thrive.


Reporting to the Lead, Platforms & Automation, this tooling-focused role on the Customer Success team will help scale our technology, enhance agent performance, and continuously improve and innovate the customer experience through automation, bot-experience, and a consistent feedback loop back to product driving constant improvement.


Here’s How You Make an Impact:
  • Zendesk/Platforms administrative duties: Creation and maintenance of automations to support our customer-facing teams; troubleshoot issues; CS support 
  • Platforms Configuration: You will be part of a team that is implementing, updating, maintaining and suggesting improvements to tools (e.g. Zendesk, Ada, Surfboard, etc.)
  • Cross-Collaboration: Act as the key platforms relationship contact within Customer Success to resolve operational issues or escalations. Work directly with CS leadership to provide insights and driving process improvements.
  • Customer Success Enablement:Provide insights around enhancing our Platforms capabilities in support of company goals. Work with the Training team to support change management, and training on new processes and/or automations.
  • Collaboration & Cross-Functional Coordination: Collaborate closely with Data Operations, Data & Analytics and other cross-functional teams to ensure knowledge sharing on how to best pull data, and work together on reporting for CS insights.
  • Reporting & Analytics: Experience with Zendesk Explore, Looker, SQL, etc. to help drive improvement through CS insights. Data tables/Redshift knowledge an asset. Use data and customer feedback to evaluate the impact of automations and make continuous data-driven improvements aligned with business goals.


You Thrive Here By Possessing the Following:
  • 1+ years of experience managing platforms; preferably Zendesk and Ada
  • Excellent written and verbal communication skills, with the ability to work cross-functionally with a variety of teams and stakeholders
  • Proven ability to develop automations, manage platforms effectively, and enable support teams via technology.
  • Experience in creating scalable processes and implementing best practices for platform management and success enablement.
  • Data-driven mindset with experience in using metrics and analytics to drive improvements.


At Wave, you’re treated like the incredible human being you are. 


Work From Where You Work Best: We will always have a welcoming, energizing, and world-class office (in Toronto) with a space for you. Or, if you’re more comfortable working from home, the choice is yours.

We Care About Future You: You will stretch yourself and you will grow at Wave. You will also be supported on this journey with diverse learning experiences, educational allowances, mentorship, and so much more.

We Support the Full You: We make a serious investment in your health & wellness. When we think about benefits we think about body, mind, & soul and we take this stuff very seriously. 

We Take Care of the Fundamentals: Fair compensation, all the office perks you’d want, and the various goodies you’d expect from a growing tech company. This is the obvious stuff, but we don’t want you to think we forgot!


We believe that a diverse and inclusive culture creates the best workplace. We embrace our differences, value individuality, and the broad spectrum of every Waver's skills and abilities. We challenge each other from a place of respect and pursuit of continuous growth. We trust each other and encourage everyone to bring their authentic selves to work, everyday. As Wavers, our voices matter, our opinions are met with an open mind. The best ideas win, no matter whose they are.  Contributing to an inclusive culture is a part of all of our job descriptions. 


We’ve been continuously recognized as one of Canada's Top Ten Most Admired Corporate Cultures and one of Canada’s Great Places to Work in categories including Technology, Millennials, Mental Health, Inclusion and Women.  


Are you ready to be a Waver? Join us!

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What You Should Know About Platforms & Automation Analyst, Wave HQ

If you are looking to make an impact on small businesses, consider the exciting role of Platforms & Automation Analyst at Wave in Toronto, Ontario. Here, you will be part of our dynamic Customer Success team, dedicated to empowering micro-business owners with innovative financial management solutions. You'll be responsible for enhancing our technology platforms, ensuring internal teams and customers have the tools they need to thrive. This role is all about collaboration; you’ll work closely with various teams including Data Operations and Customer Success leadership to drive process improvements and resolve operational challenges. One of your key responsibilities will include maintaining and implementing automations across our platforms like Zendesk and Ada. By using data-driven insights, you'll evaluate the effectiveness of these automations, thereby shaping a superior customer experience. Your expertise in platforms configuration will be invaluable as you contribute to the overall success of our team and the small businesses we serve. At Wave, not only will you have a chance to drive change, but you will also be supported in your personal and professional growth through diverse learning opportunities and wellness initiatives. If you are eager to work in a culture that embraces diversity and fosters innovation, then Wave is the place for you!

Frequently Asked Questions (FAQs) for Platforms & Automation Analyst Role at Wave HQ
What are the primary responsibilities of a Platforms & Automation Analyst at Wave?

As a Platforms & Automation Analyst at Wave, you will focus on creating and maintaining automation workflows in platforms like Zendesk and Ada. You'll be responsible for troubleshooting any issues, supporting customer-facing teams, and implementing improvements to enhance operational efficiency. Your role involves cross-collaboration with various stakeholders to share insights and drive process enhancements that align with our business goals.

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What qualifications are needed for the Platforms & Automation Analyst position at Wave?

To qualify for the Platforms & Automation Analyst role at Wave, a minimum of 1 year of experience in managing platforms such as Zendesk and Ada is preferred. Excellent communication skills, both written and verbal, are essential for effective collaboration across teams. Additionally, a data-driven mindset and experience in analytics tools will be beneficial in driving improvements in customer success.

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How does the Platforms & Automation Analyst role impact customer success at Wave?

The impact of the Platforms & Automation Analyst on customer success at Wave is significant. By optimizing platforms and automating processes, you'll help our customer support teams deliver timely and effective service to small business owners. Your work will facilitate smoother operations, thus enhancing customer satisfaction and operational efficiency.

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What can a Platforms & Automation Analyst expect regarding career growth at Wave?

At Wave, Platforms & Automation Analysts can expect numerous opportunities for career growth. The company emphasizes personal and professional development through learning experiences, mentorship, and training programs. Your role will allow you to stretch your skills, paving the way for future advancement within the Customer Success team or other departments.

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What is the company culture like for a Platforms & Automation Analyst at Wave?

The company culture at Wave is inclusive and diverse, valuing the individuality of each team member. As a Platforms & Automation Analyst, you’ll work in an environment that encourages authenticity, collaboration, and respect. Wave strives to create a workplace where everyone’s opinions are valued, allowing for continuous growth and the sharing of innovative ideas.

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Common Interview Questions for Platforms & Automation Analyst
Can you describe your experience managing platforms like Zendesk?

Be prepared to share specific examples of how you managed Zendesk or similar platforms, detailing your responsibilities and the outcomes of your initiatives. Discuss any automation processes you implemented and how they benefited the customer service operations.

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How do you approach troubleshooting issues in platforms?

When answering this question, emphasize your systematic approach to identifying and resolving problems. Discuss any tools or methodologies you use to analyze issues, and provide a clear example of a past troubleshooting experience and its resolution.

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What automation tools have you worked with and how did you implement them?

Share details about the automation tools you have experience with, focusing on how you have used them to improve workflows. Highlight a specific project where your automation efforts led to enhanced efficiency or customer experience.

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How would you describe your communication style when working with cross-functional teams?

Discuss your communication approach, emphasizing collaboration and open dialogue. Provide an example that showcases how you fostered effective communication with various stakeholders to achieve a common goal.

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Can you give an example of how you've used data to drive improvements?

Highlight a situation where you utilized data analysis to identify a problem or opportunity. Explain the steps you took to analyze the data, the actions you implemented based on your findings, and the results achieved.

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How do you prioritize tasks in a fast-paced work environment?

Talking about your task prioritization strategies is key. Discuss tools or techniques you employ, such as the Eisenhower Matrix, and offer an example of how you effectively managed multiple projects while meeting deadlines.

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What is your experience with customer feedback and how do you implement it?

Share how you collect and analyze customer feedback and the process you use to implement changes based on that feedback. Give a specific example of how customer input led to improved service or product offerings.

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Describe a time when you had to deal with a challenging stakeholder?

Explain how you approached the situation, focusing on your conflict resolution skills and ability to listen. Share the outcome and what you learned from the experience that can be applied in future scenarios.

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What best practices do you follow for platform management?

Outline key best practices you adhere to, such as regular updates, documentation, and training for team members. Provide an example of how these practices led to improved platform performance and user satisfaction.

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Why do you want to work as a Platforms & Automation Analyst at Wave?

Your answer should reflect your passion for supporting small businesses and aligning with Wave's mission. Talk about what excites you about the role and how your skills and values match the company's culture.

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Founded in 2010 and headquartered in Toronto, Ontario, Wave Apps provides software solutions and related services for small business owners to manage finances.

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Full-time, hybrid
DATE POSTED
January 4, 2025

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