Operations Associate

11 hours ago

Remote, India Apna Full time

**About Apna**

**About Company**

Founded in 2019, Apna is India’s largest professional networking and jobs platform for >250M members of India’s rising working class. Our mission is to connect people to opportunities and help reduce the skill and employment gap.

Having raised $190+ million from marquee investors like Insight Partners, Tiger Global, Lightspeed India, Sequoia Capital, Rocketship. vc, and Greenoaks Capital, Apna is on a mission to enable livelihoods for billions in India.

**Requirements**:
**Responsibilities**:

- Regularly update and enhance help center articles to ensure accuracy and relevance.
- Create concise and informative instructional videos to assist users in understanding our products/services.
- Maintain and update Standard Operating Procedures (SOPs) to reflect the most current processes and workflows.
- Handle customer escalations efficiently and effectively, ensuring timely resolution.

**Requirement**:
**Communication Skills**:

- Excellent written and verbal communication skills.
- Ability to handle customer escalations with professionalism and empathy.

**Experience**:

- Proven experience in operations, preferably in a customer support or knowledge management role.
- Demonstrated expertise in updating help center articles, creating instructional videos, and maintaining SOPs.

**Technical Proficiency**:

- Familiarity with content management systems (CMS) for updating help center articles.
- Basic video editing skills for creating instructional videos.

**Preferred Parameters**:

- Basic project management skills to prioritize and execute tasks effectively.
- Proficiency in Excel, CRM, or ticketing systems.
- Capability to analyze and propose solutions to customer problems.
- Ability to handle escalations or L1 queries effectively.
- Experience in implementing process improvements. has to changed to knowledge of MS office, content creation, creating snippets edit video's interpersonal skill
- Ability con converse within teams

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