
Customer Support Operations Specialist
20 hours ago
The ideal candidate will have a strong technical background and experience in managing complex projects. They will serve as the primary technical interface between our organization and clients, resolving escalated issues, managing complex deployments, and ensuring operational excellence.
- Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business goals.
- Conduct executive-level briefings, solution workshops, and enablement programs tailored to client maturity and adoption stage.
• Serve as the senior escalation point for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.
• Lead root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
• Establish and uphold support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
• Monitor SLA adherence for response and resolution times and proactively implement measures to exceed customer satisfaction (CSAT) expectations.
• Guide and mentor junior support engineers, fostering technical growth and enhancing team performance.
• Independently manage full lifecycle technical projects including client onboarding, integration, platform upgrades, and solution rollouts.
• Define and maintain project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
• Provide senior-level project governance, communicating directly with client executives and internal leadership to align on scope, timelines, and business outcomes.
• Anticipate project risks and develop robust mitigation strategies; oversee scope, timeline, and budget adherence across multiple concurrent initiatives.
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