Systems Operations Specialist
What You'll Do
- Support and maintain our go-to-market systems, including HubSpot, Vitally, and other operational platforms.
- Build, maintain, and troubleshoot workflows, automations, lifecycle stages, routing rules, and operational processes.
- Investigate and resolve system issues, workflow failures, data inconsistencies, and operational requests from internal teams.
- Partner with Sales, Customer Success, Marketing, Finance, and Product to improve business processes and operational efficiency.
- Create and maintain dashboards and reporting that provide visibility into pipeline, customer health, renewals, forecasting, and other key business metrics.
- Support integrations and data flow between CRM, billing, product, analytics, and customer support systems.
- Perform data cleanup, improve CRM hygiene, and help maintain data accuracy across business systems.
- Document processes, troubleshooting guides, and operational playbooks to improve scalability and enable self-service.
- Identify opportunities to automate repetitive work using workflows, AI tools, and other operational technologies.
- Assist with cross-functional operational projects that improve how teams work together and scale.
What Success Looks Like
- Business systems operate reliably with minimal disruption.
- Internal teams receive timely, effective support for operational questions and system issues.
- Data across our go-to-market systems is accurate, consistent, and trusted.
- Manual processes are reduced through thoughtful automation and workflow improvements.
- Reporting provides leaders with reliable visibility into business performance.
- Documentation enables teams to solve common operational issues independently.
- Operational processes continue to scale as Nylas grows.
What You'll Bring
- 3+ years of experience supporting business systems, operations, revenue operations, customer operations, or a similar function.
- Experience working with CRM platforms such as HubSpot, Salesforce, or similar systems.
- Experience creating or supporting workflows, automations, reporting, and operational processes.
- Strong analytical and problem-solving skills with the ability to troubleshoot issues across multiple systems.
- An understanding of data quality and how information flows between business applications.
- Strong organizational skills with the ability to manage multiple priorities in a fast-moving environment.
- Excellent communication skills and the ability to work effectively with both technical and non-technical stakeholders.
- A continuous improvement mindset with curiosity for learning new tools and technologies.
Nice to Have
- Experience with Vitally, or similar Customer Success platforms.
- Experience with workflow automation tools such as Zapier, Make, n8n, Workato, or similar platforms.
- Familiarity with APIs, integrations, or low-code automation.
- Experience using AI tools such as ChatGPT, Claude, GitHub Copilot, or MCP-enabled tools to improve workflows or productivity.
- Experience with reporting tools such as Looker, Sigma, Tableau, or Power BI.
- Basic SQL knowledge.
- Experience supporting SaaS go-to-market organizations.
Interview Process
- The Intro: 30 minute discussion with the Hiring Manager
- The Deep Dive: 60 minute live technical assessment
- The Loop: A series of 45-minute chats with the team (max 3 hours) where we look for the "what, why, and how" behind your best work.
