TL;DR

Trainual is adding a CX Operations Specialist to our team. This role is part systems wizard, part workflow architect, and part behind-the-scenes showrunner to help our team deliver an exceptional customer experience. You'll live in HubSpot - troubleshooting hiccups, building smart new workflows (from onboarding to renewal), and partnering on AI-powered tools like our support bots. You'll also play a key role in renewal deals, creating the reports, dashboards, and automations that keep things humming.

So, who are you? You're a natural connector between people, teams, and systems. You're techy and confident optimizing tools, making processes efficient and scalable, and ensuring teams have the right data to make smart decisions. You're a roll-up-your-sleeves executor who can tackle projects, build workflows, and jump in wherever help is needed.

** This role is hybrid and requires 3 days a week (Wednesday required) in our Tempe office. Don't worry, our office is a vibe.

What you will own & improve: HubSpot & CX tool ownership You will own our post-sale HubSpot universe, maintaining workflows for onboarding, renewals, lifecycle tracking, and ticket routing. As the right-hand to RevOps, you'll improve pipeline structure, integrate custom objects, and help manage other key CX tools (Zapier, Typeform, Revenue Hero, etc.). When something breaks, you're the calm-in-the-chaos problem solver who gets it back on track. Process & workflow optimization You will audit, document, and improve how we onboard, support, and renew customers. You have an eye for identifying inefficiencies, facilitating smooth handoffs, and creating scalable workflows, SOPs, and playbooks for touchpoints like time-to-value, churn flags, and escalations. Reporting & data infrastructure In partnership with our data team, you will have a hand in post-sale metrics like onboarding progress, CSAT, reply times, renewals, and customer health. Together, you will enhance BI reporting within the CX tools and maintain clean, accurate, and actionable data. Cross-team projects & intelligent automation You will lead operational support for high-impact projects, from onboarding redesigns to churn-reduction initiatives. You will collaborate with Product Ops, RevOps, Marketing, and our AI team to design automations and AI workflows that boost satisfaction, efficiency, and growth. What you already know: 1-3 years of hands-on HubSpot experience Bonus points for prior CX experience (this makes understanding our use cases a breeze!) Background in tech or SaaS is a strong plus. Experience creating workflows and managing CRM operations (HubSpot preferred, but deep Salesforce experience works too). Familiarity with AI-powered workflows is a big bonus, and an eagerness to learn new tools is a must. How success is measured: Systems & tools run like clockwork - HubSpot and other post-sale tools are clean, reliable, and automated where it makes sense, with teams trusting them to support daily work. Processes are smooth & scalable - Onboarding, support, and success workflows are documented, easy to follow, and ready to scale without adding friction. Data drives decisions - Dashboards are clear, metrics are accurate, and insights (onboarding time, CSAT, renewals, etc.) are actively used by CX leadership and teams. Strong cross-functional alignment - Product, Revenue, and Marketing have visibility into post-sale activity, and RevOps is a trusted partner in shared goals. You're the go-to for CX Ops - Known as the person who makes things work better, fixes what's broken, and keeps CX systems humming across the board.

About the Team

This role reports directly to our VP Customer Experience, Adam Lovill. You'll be collaborating with other CX leaders, RevOps, our data team, and marketing operations.

Compensation

This role starts at $75,000 base salary (+benefits/perks) and will be evaluated against relevant experience to the role and our industry.