The Customer Care Specialist supports the design, delivery, and continuous improvement of customer care technology solutions. This role partners closely with Product, Engineering, Operations, and other stakeholders to translate business needs into clear requirements, enable efficient delivery, and ensure solutions meet user and operational expectations.

The specialist plays a key role in discovery, requirements definition, process design, and validation—ensuring that customer care technologies are scalable, compliant, and aligned with business outcomes. This role evolves from executing well-defined analysis tasks to owning end-to-end requirements and supporting complex, cross-functional initiatives.

KEY DUTIES AND RESPONSIBILITIES

Communication & Collaboration

• Partner with Product Managers, Product Owners, UX, and Engineering to clarify goals, scope, and priorities.
• Plan and facilitate requirements elicitation sessions; capture decisions, assumptions, and open questions.
• Provide sprint-level context and support story refinement, answering functional questions during planning.
• Coordinate with QA, UAT participants, and vendors during testing, demos, and evaluations.
• Close the loop with stakeholders by sharing outcomes, feedback, and next steps.
• Support cross-functional alignment by helping resolve conflicting inputs and clarifying trade-offs.

Business & Technical Analysis

• Translate user and business needs into clear, structured functional requirements and user stories.
• Document non-functional requirements including performance, scalability, security, and usability needs.
• Use data to validate problems, size impact, and support solution recommendations.
• Contribute to build vs. buy analyses, vendor evaluations, and competitive/industry research.
• Maintain traceability between requirements, user stories, and delivered features.
• Validate that delivered solutions meet defined requirements and intended business outcomes.
• Support definition of data needs and integration points in partnership with engineering teams.

Process Definition & Documentation

• Create and maintain process flows, use cases, story maps, and simple data flow diagrams.
• Document current-state and future-state processes; identify gaps and improvement opportunities.
• Use and maintain standardized templates for requirements, use cases, and decision logs.
• Ensure Definition of Ready criteria are met prior to sprint execution.
• Maintain a well-organized repository of documentation, decisions, and artifacts; update post-release.
• Support creation of training materials, reference guides, and hand-off documentation for operations and support teams.

Delivery Support & Governance

• Support backlog prioritization using structured methods (e.g., value vs. effort).
• Coordinate UAT planning, including scope, test coverage, and acceptance criteria.
• Track requirements changes and support lightweight change-control practices.
• Participate in sprint ceremonies and help ensure alignment between requirements and delivery.
• Support post-launch validation to confirm features meet intended outcomes and performance expectations.

Scaling Responsibilities & Continuous Improvement

• Lead discovery efforts for larger features or cross-team initiatives with guidance from the Lead.
• Translate policy, compliance, and regulatory requirements into actionable business and system requirements.
• Map end-to-end workflows, including data flows and system integrations.
• Identify process KPIs and support tracking to inform prioritization of enhancements.
• Contribute to improving templates, processes, and best practices across teams.
• Support vendor evaluations and due diligence by defining and validating requirements.
• Help drive consistency in documentation, analysis, and delivery practices across initiatives.

ADDITIONAL DUTIES AND RESPONSIBILITIES

MINIMUM REQUIREMENTS (KNOWLEDGE, SKILLS, ABILITIES)

Requirements:

• 3+ years of experience in business analysis, product support, technology delivery, or related roles.
• Experience working with cross-functional teams including Product, Engineering, and Operations.
• Strong ability to translate business needs into clear requirements and documentation.
• Familiarity with Agile methodologies and software development lifecycles.
• Experience with process mapping, requirements management, and documentation tools.
• Analytical mindset with the ability to use data to support decisions.
• Strong organizational skills with attention to detail and documentation quality.

Core Competencies:

• Structured problem-solver with strong analytical thinking
• Clear and effective communicator across technical and non-technical audiences
• Detail-oriented with strong documentation discipline
• Collaborative team player with the ability to influence without authority
• Curious and proactive, with a focus on continuous improvement
• Able to balance multiple priorities in a fast-paced environment

Why Lineage?

This is an excellent position to begin your career path within Lineage! Success in this role enables greater responsibilities and promotions! A career at Lineage starts with learning about our business and how each team member plays a part each and every day to satisfy our customers’ requirements. Beyond that, you’ll help us grow and learn on our journey to be the very best employer in our industry. We’ll ask you for your opinion and ensure we do our part to keep you developing and engaged as we grow our business. Working at Lineage is energizing and enjoyable. We value respect and care about our team members.

Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation.  Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status under federal, state and local law.

Benefits

Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, 401k retirement plan, paid time off, annual bonus eligibility, and a minimum of 7 holidays throughout the calendar year.