Business Systems Operations Specialist

At Braze, we have found our people. We’re a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity – inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can’t wait to meet you. WHAT YOU'LL DO As a Business Systems Operations Specialist, you will be a crucial member of the Business Systems team. You will be responsible for managing the timely activation, provisioning, and deactivation/deprovisioning of our customers' Braze dashboard instances, as well as associated Braze products and services, and governing access to various features of the Braze platform. Your role ensures that our customers have the right tools and access to features to maximize their engagement strategies in a timely manner. Additional responsibilities may include analyzing customer data, playing a key role in the team’s day-to-day operations and initiatives, leading projects, and identifying process improvement opportunities. Key responsibilities: Customer Dashboard Management: activate and deactivate customer dashboard instances as per the requirements and ensure seamless transitions Feature Access Governance: oversee and manage access to various features within the Braze platform, ensuring compliance with customer contracts and internal policies Internal Operational Support: provide timely and effective support to internal stakeholders regarding platform access and feature availability, as well as other day-to-day operational support that may be required to drive value to both internal and external customers Cross Team Alignment: work closely with our Product, Finance, Sales, Support Engineering, Customer Success, Services, and Engineering teams to ensure customer needs are met and platform configurations are optimized, aligned to customer contract start and end dates Documentation Creation: maintain accurate records of customer instances and feature access, ensuring all changes are documented and auditable Process Adherence and Improvement: identify opportunities for process improvements, automation, and efficiency, and contribute to the development of best practices for platform activation and feature access management Training & Education: assist in training internal teams on platform access and feature management processes WHO YOU ARE Skills: Customer centricity: possess a customer-centric mindset - ability to appreciate the criticality of timely and accurate provisioning and deprovisioning of customers Attention to Detail: High level of accuracy in managing platform configurations and customer data. With a vigilance in ensuring compliance with customer contracts and internal policies Communication: excellent verbal and written communication skills. Ability to explain technical concepts to non-technical stakeholders clearly and concisely Collaboration: ability to work effectively within a team and across departments, across different initiatives and incentives Time Management: ability to manage multiple tasks and prioritize effectively Operational Efficiency: strong organizational skills to handle various requests and platform configurations against competing urgencies and timeframes Adaptability: flexibility to adapt to changing customer requirements and platform updates, with the ability to learn new tools and technologies quickly Ethical Standards: commitment to maintaining high ethical standards in managing customer data and platform access. Ensuring compliance with company policies and industry regulations Problem Solving: strong analytical skills to identify and resolve issues efficiently. Ability to think critically and provide innovative solutions to improve processes Data Management: ability to maintain accurate records and documentation of customer instances and feature access while understanding data privacy and security best practices Qualifications: 3+ years of experience in a customer operations or support role, preferably within the SaaS or MarTech industry Strong understanding of customer engagement platforms and their functionalities Excellent problem-solving skills and attention to detail Strong communication skills in English, both written and verbal Ability to work independently and as part of a team Proficiency in using CRM and customer support tools Familiarity with the Braze platform is a huge plus #LI-Hybrid WHAT WE OFFER Braze benefits vary by location, and we encourage you to review our specific benefits offerings for each country here. More details on benefits plans will be provided if you receive an offer of employment. From offering comprehensive benefits to fostering hybrid ways of working, we’ve got you covered so you can prioritize work-life harmony. Braze offers benefits such as: Competitive compensation that may include equity Retirement and Employee Stock Purchase Plans Flexible paid time off Comprehensive benefit plans covering medical, dental, vision, life, and disability Family services that include fertility benefits and equal paid parental leave Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend A curated in-office employee experience, designed to foster community, team connections, and innovation Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching Employee Resource Groups that provide supportive communities within Braze Collaborative, transparent, and fun culture recognized as a Great Place to Work® ABOUT BRAZE Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ Braze helps brands deliver great customer experiences that drive value both for consumers and for their businesses. Built on a foundation of composable intelligence, BrazeAI™ allows marketers to combine and activate AI agents, models, and features at every touchpoint throughout the Braze Customer Engagement Platform for smarter, faster, and more meaningful customer engagement. From cross-channel messaging and journey orchestration to Al-powered decisioning and optimization, Braze enables companies to turn action into interaction through autonomous, 1:1 personalized experiences. The company has repeatedly been recognized as a Leader in marketing technology by industry analysts, and was voted a G2 “Best of Marketing and Digital Advertising Software Product” in 2025. Braze was also named a 2025 Best Companies To Work For by U.S. News & World Report, a 2025 America’s Greatest Companies by Newsweek, and a 2025 Fortune Best Workplace in Technology™ by Great Place To Work®, among other accolades. Braze is also proudly certified as a Great Place to Work® in the U.S., the UK, Australia, and Singapore. The company is headquartered in New York with offices in Austin, Berlin, Bucharest, Chicago, Dubai, Jakarta, London, Paris, San Francisco, São Paulo, Singapore, Seoul, Sydney and Tokyo. BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER At Braze, we strive to create equitable growth and opportunities inside and outside the organization. Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience – regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you. We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as we’d love to meet you. Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.