At StickerGiant, every sticker has a story. We’re a Boulder, Colorado-based eCommerce company that makes custom stickers and product labels for small businesses and organizations. Founded over 20 years ago, StickerGiant pioneered online sticker sales and continues to set the industry standard. Our mission is simple: deliver high-quality products, fast service, and unparalleled customer service. We are guided by our core values: Customer Focus, Growth Mindset, Execution, Trust, and Accountability. We celebrate diversity in all its forms, creating an inclusive environment where everyone thrives. Join us in turning creativity into reality, one sticker at a time! StickerGiant is proudly backed by Ares Management, a top private equity firm.

We are looking for an exceptional Customer Service Operations Specialist to support our customer service operations. The ideal candidate will have a proven track record in enhancing customer service capabilities, ensuring high levels of operational efficiency, and driving the adoption of best practices in tools and technology. This role is crucial for maintaining our commitment to exceptional customer service and supporting our growth as a $30M direct-to-consumer company.

As the Customer Service Operations Specialist, you will play a crucial role in enabling our customer service team to deliver exceptional support. You will be responsible for providing the necessary tools, technology, and best practices to enhance their capabilities, while also monitoring and improving software performance. Your technical expertise and strategic insights will be essential in resolving issues, implementing and managing technology, and developing strategies to enhance our contact center operations. You’ll measure and analyze key metrics, such as response times, automatic resolutions, customer contact drivers/rates, cost per contact and customer satisfaction ratings.

You will thrive in this role if you have a passion for optimizing customer service operations and a knack for leveraging data and technology to deliver a great customer experience. You excel in analyzing data and translating insights into actionable strategies that drive improvement. You enjoy problem-solving and are adept at resolving technical issues swiftly. Collaboration is your strength, and you can effectively communicate and work with cross-functional teams. You are proactive, detail-oriented, and capable of juggling multiple tasks in a fast-paced environment.

If you have a commitment to continuous improvement, a drive to make a tangible impact and a passion for customers, we want to hear from you!

Position Schedule

● Full-time, exempt role

● Hybrid work environment

● 40 hours/week: Monday-Friday 9am - 5pm MST, with flexibility to work ex normal business hours based on business needs

What You’ll Do

• Support & Enablement: Equip the customer service team with the necessary tools, technology, and best practices to enhance efficiency and performance.
• Strategy Development: Collaborate with leadership to develop and implement scalable customer service strategies that drive retention, optimize workflows, and enhance customer growth.
• Technology Utilization: Serve as the primary administrator for Zendesk, configuring and optimizing the system to align with business needs. Utilize AI-driven customer service tools to streamline operations.
• Data-Driven Insights: Develop and maintain dashboards and reports to monitor key metrics such as retention, customer health, and churn risk. Deliver actionable insights to drive decision-making.
• Performance Monitoring: Track and evaluate key performance indicators, providing insights and recommendations for improvement.
• Issue Resolution & Support: Assist in resolving customer service issues by providing technical guidance and managing the maintenance of contact center technologies.
• Continuous Improvement: Identify inefficiencies in processes and tools, implementing improvements to enhance productivity and customer outcomes.
• Program Ownership: Lead initiatives related to digital customer success, account management, risk mitigation, and customer service operations.
• Cross-Functional Collaboration: Partner with teams across Revenue Operations, Finance, Marketing, Product, and Analytics to ensure a seamless customer experience.
• Training & Development: Support the training of CSAs as modern technology and processes are implemented.

What You’ll Bring

• Education & Experience: Bachelor’s degree in Business, Operations, Analytics, or a related field. 4–5+ years of experience in a contact center or customer success operations role, ideally in an eCommerce environment.
• Technical Expertise: Hands-on experience managing Zendesk as a system administrator (Zendesk Support Administrator Expert preferred). Proficiency with CRM systems like Salesforce, Excel (pivot tables, VLOOKUPs), and data visualization tools.
• Data-Driven Approach: Strong analytical skills with the ability to synthesize complex data into actionable insights.
• Strategic Thinking: Ability to bridge strategy and execution, translating high-level goals into practical solutions.
• Problem-Solving Mindset: Proactive approach to identifying and resolving challenges, optimizing workflows, and enhancing processes.
• Collaboration & Communication: Experience working cross-functionally with diverse teams. Strong verbal and written communication skills, capable of presenting to leadership and driving alignment.

Preferred Qualifications

• Certifications: Certified Contact Center Manager (CCCM) or Certified Customer Service Manager (CCSM). ITIL Certification for managing IT service delivery.
• Additional Systems Knowledge: Experience with other CRM systems beyond Zendesk, such as Salesforce or HubSpot. Understanding of VoIP systems and telephony integration.

Position Schedule

• Range $65K - $80K
• Full-time, exempt role
• Hybrid work environment
• 40 hours/week: Monday-Friday 9am - 5pm MST, with flexibility to work ex normal business hours based on business needs

Why StickerGiant?

• Flexibility: Hybrid work environment with flexible PTO

• Excellent Health Benefits: Health, dental, vision offered at reduced rates. Options for PPO or High Deductible for health coverage. High-deductible plan enrollees receive an annual company contribution towards your HAS.
• Life insurance and short-term disability insurance covered at 100%
• Voluntary benefits: include accident and critical illness, long-term disability, identity theft insurance
• Employee Assistance Program
• Paid Leave: Paid parental leave for employees who qualify for FMLA
• 401(k): StickerGiant contributes 5% as follows: a guaranteed 3% contribution + additional match up to 2% of your contribution
• Professional Growth: Opportunities for certifications, conferences, and tailored career development plans.

Ready to make an impact?
Join our team and be part of a company that’s redefining the eCommerce industry—one sticker at a time.

We care a great deal about creating an environment where all Giants can bring their whole selves to work and to provide all candidates with an equitable, inclusive and accessible recruitment process in alignment with our values. At StickerGiant, we provide Equal Employment Opportunity (EEO) to all persons regardless of age, race, national origin, citizenship status, political opinion, social group, ethnic origin, marital status, union affiliation, union sympathy, physical or mental disability, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. This policy applies to all conditions of employment including recruitment, hiring, promotion, termination, leaves of absence, compensation, and training. If you prefer accommodation during the recruiting process, or you have feedback about your candidate experience at StickerGiant, please contact the People+Culture team.