Customer Support Operations Specialist
2 days ago
At the heart of any successful organization lies a well-structured customer support process, ensuring that every interaction is informative, efficient, and tailored to individual needs. We are seeking an exceptional Customer Support Operations Specialist who will be instrumental in driving our customer experience forward.
A motivated and proactive professional with a strong sense of ownership and passion for improving processes is required. The ideal candidate will possess excellent written and verbal communication skills, enabling them to convey complex concepts clearly and professionally.
The role demands a highly organized individual capable of managing multiple priorities in a fast-paced environment, as well as possessing strong analytical skills with intermediate to advanced proficiency in Excel. Experience working with support ticketing systems such as Jira Service Desk and knowledge of customer invoicing, billing, or finance operations in a SaaS or B2B environment are highly valued.
This position encompasses several key responsibilities:
- Developing and refining customer support processes to drive positive outcomes
- Effectively communicating technical information to diverse stakeholders
- Managing competing priorities within a dynamic environment
- Analyzing data to identify trends and resolve complex issues
- Formulating logical recommendations for operational enhancements
To excel in this role, candidates should have:
- 5-7 years of experience in SaaS technical support, customer operations, or similar project-focused roles
- Intermediate understanding of technical systems, APIs, and SQL
- Experience working with support ticketing systems like Jira Service Desk
- Familiarity with customer invoicing, billing, or finance operations in a SaaS or B2B context
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