At DNSFilter we are making workplaces more secure through protective DNS and advanced content filtering—and we need your help! We’ve come a long way over the past few years. In 2021 we had a successful $30 million Series A funding round, in 2022 we became the fastest DNS security tool on the planet and acquired the privacy-focused VPN Guardian, and in 2023 we extended our Series A by $15M and added more global points of presence to our anycast network!
As we continue our product-fueled growth by adding new features and broadening our solution to meet the needs of the global market, it’s clear there’s a missing piece. That’s where you come in!
We are on a rapid growth trajectory and building a world-class Revenue Operations (RevOps) organization to drive operational excellence and align all revenue-impacting teams. We’re looking for a Customer Experience (CX) Operations Manager, a new role at DNSFilter designed to optimize and enhance the customer experience as part of our broader RevOps initiative.
As the CX Operations Manager, you will play a critical role in improving the efficiency, scalability, and effectiveness of our CX systems and processes. You will collaborate closely with the Customer Success, Support, and Revenue Operations teams to design, implement, and oversee streamlined processes and user-friendly tools that proactively reduce friction, facilitate effortless access to support, and ensure a consistently seamless and exceptional experience across every stage of the customer journey.
This is a full-time, remote role, and is open to candidates in the US and Canada.
We recognize that people come with a wealth of experience and talent beyond just the technical requirements of a job. If you feel like this job is for you, please apply. We believe diversity of experience and skills, including transferable skills, combined with passion is a key to innovation and excellence; therefore we encourage people from all backgrounds to apply to our positions!
At DNSFilter You Will:
- Process Optimization: Design, streamline, and optimize customer experience workflows, ensuring smooth interactions between Customer Success, Support, and other customer-facing teams. Identify people, process, and system inefficiencies and areas for improvement to enhance customer satisfaction and retention.
- Technology and Tools Management: Evaluate, implement, and manage our Customer Success Management (CSM) platform, ticketing system, knowledgebase, and community, ensuring they are fully integrated with the broader RevOps tech stack. Optimize the use of automation to improve response times, satisfaction, and operational efficiency. Will be responsible for designing, building, testing, and launching tools and integrations.
- Data and Insights: Develop and manage dashboards and reports that track key customer experience metrics such as NPS, CSAT, customer retention, churn, and lifetime value (LTV). Provide actionable insights to drive improvements in the customer journey and inform strategy.
- Customer Journey Mapping: Collaborate with Customer Success, Support, Sales, Marketing, and Product Management to map out the end-to-end customer journey, identifying key touchpoints and opportunities for enhancing the customer experience.
- Cross-Functional Collaboration: Partner with the Revenue Operations, Customer Success, Sales, and Marketing teams to align on customer experience strategies and ensure a unified approach to customer success and retention. Facilitate smooth handoffs between teams, ensuring no gaps in the customer experience.
- CX Operations Strategy: Contribute to the broader Revenue Operations strategy by bringing a customer-focused lens, ensuring that our CX processes are aligned with our revenue goals and growth strategy.
- Customer Feedback and Improvement: Establish and manage systems for capturing, analyzing, and responding to customer feedback, ensuring seamless integration with customer and internal team workflows. Oversee system-driven initiatives that enhance product adoption, minimize churn, and elevate overall customer satisfaction.
- Training and Enablement: Work with the Customer Success and Support teams to develop training programs and knowledge bases that equip employees with the tools and information needed to deliver exceptional customer experiences. Ensure that teams are up-to-date on processes, tools, and best practices.
- Experience with AI/Automation in CX: Implement AI-driven tools to enhance customer engagement, streamline support workflows, and automate repetitive tasks. Identify opportunities for process innovation to improve customer interactions, reduce response times, and drive operational efficiency within CX operations, ensuring a seamless and proactive customer experience.
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