Customer Operations Specialist

Job Description

Find purpose in each day while contributing to a workplace revolution! SHL, People Science. People Answers.

SHL is hiring a Customer Operations Specialist to join our Global Customer Team, reporting to the Global Head of Customer Operations. This individual will play a key role in strategically supporting our Customer Engagement Managers and helping deliver exceptional experience for enterprise customers across the globe.

An excellent benefits package is offered in a culture where career development, with ongoing manager guidance, collaboration, flexibility, diversity and inclusivity are all intrinsic to our culture. There is a huge investment in SHL currently so there’s no better time to become a part of something transformational. Hybrid working is available.

All applicants must be eligible to work in the U.S. without via sponsorship. SHL does not provide visa sponsorship.

What you will be doing: 

• Monitor customer usage, generate reports, and highlight trends and risks.
• Support Customer Engagement Managers in preparing for quarterly business reviews and executive engagements.
• Provide data and insights that help account directors identify and act on growth opportunities.
• Deliver structured onboarding programs that set customers up for success.
• Guide customers through solution launch and adoption tailored to customer needs.
• Contribute to SHL’s global center of excellence, sharing best practices and process improvements.
• Participate in the development of internal initiatives to improve onboarding, support and engagement workflows.
  
  

What we are looking for from you: 

Essential: 

• Excellent organizational and project management skills with attention to detail.
• Skilled in analysis (usage tracking, reporting, and customer health).
• Strong facilitation and training delivery abilities.
• Experienced in CRM and customer success tools.
• Service-oriented mindset, focused on enabling scale and efficiency.
• Willingness to adopt AI-first mentality to drive significant operational efficiencies.
  
  

Desirable: 

• Proactive problem-solving
• Basic platform training delivery
• Strategic thinkers who can translate customer needs into actionable engagement strategies. 
• Claude, Excel, PowerPoint, SFDC.
  
  

Get in touch:

Find out how this one-off opportunity can help you to achieve your career goals by making an application to our knowledgeable and friendly Talent Acquisition team. Choose a new path with SHL.

About Us

• We unlock the possibilities of businesses through the power of people, science and technology.
• We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
• When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.
  
  

What SHL Can Offer You

Diversity, equity, inclusion and accessibility are key threads in the fabric of SHL’s business and culture (find out more about DEI and accessibility at SHL )

• Employee benefits package that takes care of you and your family.
• Support, coaching, and on-the-job development to achieve career success
• A fun and flexible workplace where you’ll be inspired to do your best work (find out more LifeAtSHL )
• The ability to transform workplaces around the world for others.
  
  

SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.