Business Operations Specialist I

Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We’re on a mission that matters, and we're hiring for a Business Operations Specialist 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. We are expanding our Operations team to support this growth!

This role will be based in our North Hills, Raleigh, North Carolina HQ and we work in a hybrid model with 3 days in the office and 2 days remote.

Job Overview:

Relay's Business Operations Specialist will focus on customer billing and collections. In this role, you will get to work within a fast paced startup and a growing Operations Team who are committed to building an incredible customer experience across all Operations functions.  Your work will support multiple operations functions including Customer Support, Supply Chain, and Customer Success. Cross functionally you will interact with other teams including Sales, Business Development and Finance.

We’ve built an adaptable, customer-centric Business Operations team, and in this role, you’ll gain exposure to multiple Operations functions regularly. This position’s primary responsibilities will have you focused on the health of Relay's Billing and Collections program. If you are process and detail oriented, are focused on providing a strong customer experience, and are eager to build a career in a fast-paced and rewarding environment, this is the opportunity for you!

What you'll do:

• Provide high quality support to customers with inquiries related to the quote-to-cash process
• Serve as a key operator within Relay's billing and collections operation, using high-touch communication channels, like calling, to drive timely receipt of receivables
• Own the timely application of customer payments, ensuring that we are closing the quote-to-cash loop in a timely manner and providing the most accurate account balance feedback to customers during the collection process
• Be prepared to assist with the submission of customer orders, and the starting of service contracts, in a timely and highly accurate way
• Use provided data and critical thinking skills to assist with creditworthiness evaluations for all prospective customers in a way that aligns with Relay's credit trade policy but does not hinder the sales process
• Use presence within support channels to report system defects and track their impact
• Collaborate with members of the internal Operations group to ensure that they also have the knowledge necessary to provide high quality billing related support when appropriate
• Continuously create, correct, and update all internal and external Business Operations process documentation
• Assist with both recurring and ad hoc Corporate Finance-based cleanups
• Identify process inefficiencies to drive future improvement
• Commit to the Relay mission through a willingness to take on tasks for other internal departments when necessary
• Utilize Microsoft Excel proficiency and data mining skills to build and operationalize recurring billing-related analysis

What you'll bring to this role:

• B.S. Degree in Finance or related field, or equivalent experience in related role
• Excellent organizational and time management skills
• Exceptional written and verbal communication skills
• Self-starter who has the ability to work independently and in a team environment
• Adept troubleshooter and customer service provider with experience interfacing directly with external customers.
• Strong numbers and fundamental billing-related math skills, with the ability to zoom out and use data to drive business outcomes.
• Thoughtful and detail-oriented individual
• Microsoft Excel proficiency

About Us: Company culture, benefits & perks:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (pronounced bee wimmel = Best Work In My Life).

It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits means you'll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future. 

At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Annual credit towards items that promote productivity and/or wellness. This includes smartphones, fitness trackers, gym/fitness memberships, workout equipment and more.
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role