SupportNinja
Outsourcing & Offshoring
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Are you a detail-oriented customer operations professional ready to bridge the gap between technical teams, AI workflows, and exceptional customer experience? As our next Customer Operations Specialist, you will play a vital role in managing omni-channel support workflows, troubleshooting technical issues, maintaining CRM data accuracy, and optimizing AI-driven customer interactions.
The Customer Operations Specialist is responsible for supporting the operational connection between customers, engineering, account management, and internal stakeholders. This role manages customer support workflows, assists with issue resolution, supports AI-enabled customer interactions, and maintains CRM and operational data accuracy to ensure service continuity, operational efficiency, and seamless cross-functional coordination.
Manage omni-channel customer support workflows, including chat, inbox, and call channels, ensuring timely responses and adherence to established SLA targets.
Monitor CRM dashboards and automated workflows to ensure smooth transitions between AI-driven interactions and live support.
Document customer interactions, call outcomes, and operational updates in CRM systems and internal communication platforms.
Assist with technical troubleshooting by gathering relevant information, validating reported issues, and preparing detailed escalation documentation for engineering teams.
Communicate technical updates and resolution progress to customers in clear, non-technical language.
Review AI-supported interactions to identify potential inaccuracies and provide feedback to support system improvement.
Support knowledge base maintenance by identifying documentation gaps and assisting in updating help center resources.
Coordinate customer follow-ups and support transitions to Customer Success Managers when needed.
Assist with billing-related requests such as plan adjustments, basic proration calculations, and account verification.
Maintain accurate customer records within CRM and operational systems based on support activity and changes.
Track operational metrics, including response times, ticket resolution, and customer feedback.
Adhere to company policies and maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.
Minimum of two (2) years of experience supporting customer operations, customer support, or customer success functions in a multi-channel support environment.
Proven experience working within SLA-driven support environments and managing multiple customer interactions simultaneously.
Familiarity with technical troubleshooting workflows and escalation processes for complex issues.
Proficiency with CRM systems, ticketing platforms, and team collaboration tools.
Excellent written and verbal English communication skills with the ability to convey technical information clearly to non-technical audiences.
Strong attention to detail with a proven ability to maintain accurate system documentation and customer records.
Ability to prioritize tasks and coordinate effectively with cross-functional teams.
Prior experience supporting AI-assisted support tools, automation workflows, or knowledge management systems.
Competitive compensation package
Retirement Savings Program with Company Matching
Life insurance coverage.
HMO coverage starting on Day 1.
Free dependent coverage, with one (1) dependent covered upon regularization and a second (2) dependent added after one year of service.
Paid time off plus birthday leave so you can rest, recharge, and celebrate your special day.
Opportunities for skills training and personal and professional development to support your continued growth.
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Disclaimer:
SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
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