Operations Technology Specialist II

Relay is a cloud-based technology platform that helps frontline teams improve communications, increase employee safety, and improve their productivity. Relay helps frontline teams digitally transform their operations with the modern tools which supports actionable real-time data needed to track performance and improve their operations. Software has not yet transformed the frontline world, and we're on a mission to change that. We’ve experienced tremendous growth in our 5 years as a B2B company, and continue to expand our Raleigh, NC based team as a result!

We’re hiring for an Operations Technology Specialist II who will thrive in a dynamic high-growth start-up environment.

Frontline workers are the lifeblood of our economy, and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. Here at Relay, we've designed, built and launched an entirely new product category and we're disrupting the handheld radio industry.

What is it? A simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities.

This is a full time, in office role based in our Raleigh, NC headquarters, requiring 5 days per week in the company office (Monday - Friday).

As an Operations Technology Specialist II at Relay, Inc., you will be a key contributor to our Operations functions (Customer Success, Support, Business Operations, etc.) by implementing and maintaining strategic technology solutions. You will report to the Senior Manager of Customer Success Operations to execute the vision for our operational technology stack, building and optimizing systems to enhance efficiency, automate workflows, and empower our customer-facing teams.

This role requires a blend of deep technical expertise, exceptional problem-solving skills, a collaborative mindset, and a passion for leveraging technology—including artificial intelligence—to enable business work streams.
The ideal candidate is a proactive and curious technologist, adept at leveraging technology solutions to optimize Operations team workflows. They possess deep expertise in building within CRM, ticketing, and CSP systems to enhance efficiency. With a passion for technology-driven problem-solving, they approach process building with simplicity and scalability, demonstrating a strong command of operational data structures. This individual will continuously iterate and integrate emerging technologies, especially AI, to evolve our operations.

If you are a driven, self-starter eager to make an immediate impact in building and scaling a growing customer and operations team at one of the fastest growing technology companies, this opportunity is for you!

• Implement, Iterate, and Support Operational Processes and Technology:
  Partner with leadership across Customer Success, and Support to execute the technology roadmap, focusing on building and maintaining the core operational systems. You'll design, implement, and iterate on system configurations, custom automations, and advanced workflows within our CRM, CSP, and other key platforms to drive efficiency and support our operating strategy.
• Leverage AI for Operational Transformation:
  Be well-versed in the application of AI/LLM technologies to solve operational challenges. Identify opportunities and implement AI-powered tools and solutions to improve team efficiency and enhance customer experience.
• Provide Technical Documentation:
  Create and maintain clear, accurate technical documentation for the processes, automations, and tools you build to ensure long-term sustainability of our evolving tech stack and knowledge transfer.
  Technical Troubleshooting:
  Provide advanced technical support for operational systems, troubleshooting complex issues and implementing permanent solutions to prevent future…