Customer Support Operations Specialist

Frequently Asked Questions

What is a day in the life of a Customer Support & Operations Specialist?

Respond promptly to customer inquiries in a professional and empathetic manner

Identify and troubleshoot customer issues

Collaborate with cross-functional teams to resolve complex issues

Assist in development and implementation of support processes to improve efficiency and customer satisfaction

Proactively identify areas for improvement in internal systems with recommended solutions

Help maintain internal documentation and knowledge base to ensure all team members have access to relevant information

What Will I Need To Thrive In This Role
Bachelor’s degree or equivalent experience

2-3 years of customer service or equivalent experience communicating directly with customers, and a track record of success in the role

Excellent communication skills - both written and verbal

Strong problem-solving abilities and attention to detail

Experience with CRM software, helpdesk systems, and Excel/Google Sheets

Familiarity with internal support operations and process improvement techniques

Preferred Qualifications, Capabilities, And Skills

Understanding of common support metrics such as CSAT, First Response Time & First Resolution Time, and experience with working to improve those metrics

Extreme organization with excellent documentation to track results and progress

Comfort navigating difficult conversations with escalated clients

What does high performance look like?
Customer Satisfaction: aim to consistently receive positive feedback from customers regarding the quality and effectiveness of support provided

Accuracy and Quality: Minimize errors and rework. Interactions with customers reflect a deep understanding of our products and services

Proactivity: Act quickly and get ahead of issues whenever possible. We encourage a culture of ownership and love to see people take ownership over improvements and creative ideas

Continuous Learning: High-performing specialists demonstrate a commitment to ongoing learning and development, staying up to date on product knowledge, industry trends, and best practices in support and operation