Customer Operations Analyst I

Payscale is the original compensation innovator for organizations who want to scale their business with pay and transform their largest investment into their greatest advantage. With decades of innovation in sourcing reputable data and developing AI-powered tools, Payscale delivers actionable insights that turn pay from a cost to a catalyst. Its suite of solutions — Payfactors, Marketpay, and Paycycle — empower top companies in the U.S. and businesses like Cintas, Leidos, Chipotle, Brookdale Senior Living, Ohio State University, American Airlines, and TJX Companies.

Create confidence in your compensation. Payscale.

To learn more, visit www.payscale.com.

Job Summary

The Customer Operations team ensures each client’s site readiness by completing maintenance and service activities within the Payscale Marketpay product. This work includes updating a client’s site library of publisher sources, completing a year over year refresh of client job matches, survey participation services, validation of data permissions and other related actives as assigned. You will coordinate with clients to execute client requests, while communicating key information and results accordingly.

What You'll Do

As a successful team member, the Customer Operations Analyst I provides assistance and guidance to our clients using project management techniques and in-product database management tools. An ability to quickly master the maintenance and configuration functionality within our system platforms is essential to this role.

• Manage Salesforce queue: Triage incoming requests and distribute cases to team members.

• Client Marketpay Site Refresh: Update job matches for less complex client libraries.

• Survey Participation Services: Partner with team to conduct annual participation process.

• Survey Library Review: Assist with the verification of client survey data purchase(s) and uploads

• Customer Communications: Maintain professional, timely communication with clients at all workflow touchpoints.

• Cross Functional Teamwork: Connect and collaborate with different teams regarding client site maintenance and enablement.

What We're Looking For

• Bachelor’s degree with 1-3 years of Software Customer Support, Customer Success or data management related experience. We will consider equivalent work experience in lieu of the educational requirement.

• Ability to prioritize and lead multiple projects/task assignments simultaneously to meet deadlines and manage competing priorities across the team.

• Ability to work autonomously, show success in self-directed learning and be self-managing with good analytical, organizational, and time-management skills.

• Apply high ethical standards to protect the confidentiality of clients and 3rd party data.

• Experience with compensation/survey management software.

• Experience with PC/Web applications, particularly Excel and relational databases.

• Customer Service

• Effective Communications

• Project and Prioritization management

• Dedication and attention to detail

• MS Excel and Relational Databases.

• Salesforce.com CRM

• Marketpay (or other compensation management software) experience a plus.

Location

Payscale Manila has an employee centric hybrid model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person in our office for the moments that matter.

In our hybrid model, employees can work from the location that works best for them when our team is not scheduled to be in the office.

When you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements:

• High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal.

• Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc.

Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii.

Benefits and Perks

All around awesome culture where together we strive to live our 5 values:

• Data informed decision making.

• Customer first. Always.

• Succeed together.

• Relentless about results. Obsessed with excellence.

• Lead the change. Shape the standard.

An open and inclusive environment where you’ll learn and grow through programs and resources like:

• Monthly company All Hands meetings

• Regular opportunities for executive leadership exposure through things like AMAs

• Access to continued learning & development opportunities

• Our commitment to a continuous feedback culture which allows us to drive performance and career growth

• A growing network of Employee Resource Groups

• Company sponsored volunteer hours

• And more!

Our more standard benefits

• Paid Philippine Regular holidays + 1 additional Payscale holiday (Global Mental Health Day)

• 15 paid days of additional leave, credited up front upon regularization and refreshed annually. Unused leave are monetized.

• HMO Coverage +1 dependent

• Fixed work schedule, Monday through Friday 10pm-7am Manila

Equal Opportunity Employer:

We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you have a disability or impairment and need assistance with the application process, please email [email protected] for support.

Fraud Alert:

Payscale values security and privacy. During your job application and interview process, we will never ask for your personal banking or financial information, social security number, or other sensitive information, if you are unsure if a message is from Payscale, please email [email protected]