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Global Relay

Global Relay

www.globalrelay.com

22 Jobs

1,568 Employees

About the Company

Global Relay is the leading provider of fully compliant, cloud electronic communications archiving, messaging, supervision, and eDiscovery solutions for the global financial sector and other highly regulated industries.

Founded in 1999, Global Relay delivers services to over 20,000 customers in 90 countries, including 22 of the top 25 banks. From the Global Relay App for compliant communications, through to intelligent archiving, superior data connectors, and proactive surveillance, Global Relay’s integrated compliance solutions enable regulated organizations to meet collaboration, privacy, and security requirements.

Listed Jobs

Company background Company brand
Company Name
Global Relay
Job Title
Team Lead, Customer Triage
Job Description
**Job Title**: Team Lead, Customer Triage **Role Summary**: Oversees the Customer Triage team to ensure efficient triaging of support tickets, process optimization, and team development. Focuses on driving operational excellence through leadership, collaboration, and technical expertise. **Expactations**: - 3+ years proven leadership experience. - 5+ years customer-facing roles. - 3+ years in SaaS support or equivalent. - Experience managing high-volume support processes. - Strong project coordination/management skills. **Key Responsibilities**: - Supervise daily triage operations, workflow queues, and customer support case management. - Implement process improvements to enhance efficiency and accuracy. - Conduct 1:1 feedback sessions and coach team members for performance goals. - Serve as escalation point for complex customer issues. - Collaborate with cross-functional teams to resolve support challenges. - Audit and refine knowledge base content. - Partner with managers to assess team skills, train staff, and hire new members. **Required Skills**: - Technical: TCP/IP networking principles; email protocols (domains, message flow); Salesforce Service Cloud, Jira, Confluence; MS Office Suite. - Operational: Multitasking, attention to detail, system-driven problem-solving. - Leadership: Strategic thinking, operational excellence, team development. - Communication: Clear written/verbal communication for customer and team interactions. **Required Education & Certifications**: - No formal education specified. - Combination of relevant experience in SaaS/customer support environments.
Vancouver, Canada
On site
Senior
08-11-2025
Company background Company brand
Company Name
Global Relay
Job Title
Technical Project Manager
Job Description
**Job title:** Technical Project Manager **Role Summary:** Lead and coordinate migration, onboarding, and data service projects for enterprise clients, ensuring timely delivery, high-quality service, and effective cross‑team collaboration. **Expectations:** - Deliver on project timelines and client commitments. - Act as a primary technical advisor for data migration, retention, and legal hold processes. - Maintain accurate project documentation and communication with clients, partners, and internal stakeholders. **Key Responsibilities:** - Manage end‑to‑end data migration (import, export, legal hold, retention settings) for strategic enterprise accounts. - Provide day‑to‑day case management for imports, migrations, and ad‑hoc data requests. - Troubleshoot and resolve import errors and data processing issues using in‑house tools. - Draft accurate ETAs based on queue volume and project scope. - Coordinate with customer‑facing teams, development, and product groups to align on deliverables. - Lead regular status meetings, capture minutes, and track outstanding items. - Ensure compliance with Order Forms, Contracts, SLAs, and Statements of Work. - Recommend and implement process, tool, and system improvements. - Update knowledge base and client documentation following product releases. **Required Skills:** - 3+ years of technical, client‑facing enterprise administration or project management experience. - Strong verbal, written, and interpersonal communication; excellent telephone and email etiquette. - Proficiency with MS Windows, command‑line interface, and Microsoft Office Suite (Excel, Word, PowerPoint, Project, Visio); ability to build and run Excel macros. - Solid analytical and problem‑solving ability with meticulous attention to detail. - Knowledge of project planning and management tools and techniques. - Understanding of email/message flow, protocols, and formats preferred. **Required Education & Certifications:** - Undergraduate degree (or equivalent post‑secondary education). - Relevant certifications in project management (e.g., PMP, PRINCE2) or technical administration are advantageous but not mandatory.
London, United kingdom
Hybrid
Junior
13-11-2025
Company background Company brand
Company Name
Global Relay
Job Title
Senior Data Scientist
Job Description
Job title: Senior Data Scientist Role Summary: Lead the design, development, and deployment of advanced AI and machine learning solutions for large-scale electronic communication archives. Drive end-to-end data science initiatives, applying NLP, LLM, and generative AI techniques to extract insights and classify content. Expectations: 5+ years solving complex ML problems, BSc in STEM or Linguistics (MSc or PhD preferred), proven experience with very large datasets in enterprise environments, strong Python and Bash proficiency, extensive use of ML libraries (PyTorch, Sklearn, TensorFlow, TensorRT), documented mentoring of junior data scientists, excellent organizational and communication skills. Key Responsibilities: - Collaborate with cross-functional teams to build, test, and deploy ML models. - Execute the full data science lifecycle: requirement analysis, data preparation, model training, evaluation, and production deployment. - Generate and present model performance reports. - Identify and resolve cross-cutting technical challenges, coordinating with stakeholders. - Participate in Agile ceremonies (sprint planning, design/code reviews, backlog grooming). - Work with Product Management to refine user stories and define solution scope. - Share knowledge through presentations, documentation, and pair programming. - Mentor junior and intermediate data scientists, fostering skill growth and best practices. - Promote continuous improvement of code quality, architecture, and processes. Required Skills: - Python, Bash scripting, version control (Git). - Machine learning frameworks: PyTorch, Sklearn, TensorFlow, TensorRT. - Experience with NLP, LLMs, generative AI, and speech/text models. - Handling of large-scale datasets and high-availability systems. - Data collection, cleaning, and engineering fundamentals. - Kubernetes and microservices exposure preferred. - Strong analytical, problem‑solving, organizational, and communication abilities. Required Education & Certifications: - Bachelor’s degree in STEM or Linguistics (or equivalent experience). - Master’s degree considered equivalent to 1 additional year of experience; PhD considered equivalent to 2 additional years. No specific certifications required.
Vancouver, Canada
Hybrid
Senior
16-11-2025
Company background Company brand
Company Name
Global Relay
Job Title
Customer Success Representative
Job Description
**Job Title** Customer Success Representative **Role Summary** Maintain and grow relationships with SMB customers, ensuring product satisfaction, driving retention and upsell, and acting as the primary point of contact for all customer interactions. **Expectations** - Deliver proactive customer advocacy and strategic guidance. - Meet or exceed retention, upsell, and CRM data accuracy targets. - Communicate effectively with executive-level stakeholders and cross‑functional teams. **Key Responsibilities** - Build trust with customers, understand their business goals, and provide strategic recommendations. - Identify and pursue upsell and cross‑sell opportunities within assigned accounts. - Track and report on key metrics (NPS, churn, LTV, usage). - Resolve customer escalations, answer inquiries, and provide timely, effective support. - Collaborate with Sales, Legal, Accounting, Provisioning, and Support to close critical issues. - Update and maintain Salesforce records, ensuring data integrity. - Create and maintain customer‑success playbooks, training materials, and best‑practice guides. - Prepare proposals, renewal contracts, and conduct Executive Business Reviews. - Stay informed on industry trends, competitor landscape, and emerging market opportunities. **Required Skills** - Strong communication (verbal & written) and presentation abilities. - Proven ability to assess customer needs and recommend solutions. - Excellent problem‑solving and resourcefulness. - Time‑management, multitasking, and prioritization in a fast‑paced environment. - Professional business demeanor, able to interact at executive levels. - Basic familiarity with Salesforce or equivalent CRM. **Required Education & Certifications** - Bachelor’s degree or equivalent diploma in Business, Marketing, or related field, or 1 year of account‑management or customer‑success experience. - Certifications in Customer Success, Account Management, or Salesforce (preferred but not mandatory).
Vancouver, Canada
Hybrid
Fresher
21-11-2025