Customer Experience & Service Operations Specialist

This is a fully remote position, open to applicants in United States, +3 more locations.

📋 Description

• Assess and analyze customer-facing documents and professional deliverables for quality, accuracy, relevance, and practical effectiveness.

• Evaluate customer support resources, workflows, service documentation, issue-resolution protocols, escalation processes, and communication standards.

• Analyze customer-success resources related to onboarding, adoption, engagement, retention, and account management.

• Review service delivery plans, processes, workflows, responsibilities, handoffs, and service expectations.

• Evaluate written materials directed at customers, responses to customer inquiries, service scenarios, and issues.

• Assess complaints, escalations, complex support requirements, prioritization, ownership, communication, and proposed solutions.

• Review customer support and success metrics, reports, analyses, service performance, customer outcomes, and operational indicators.

• Examine Excel spreadsheets and Word documents for accuracy, completeness, consistency, tables, metrics, calculations, and supporting data.

• Review PowerPoint presentations for clarity, structure, professional quality, service narratives, supporting data, and recommendations.

• Evaluate assigned work products against established quality standards.

• Identify significant customer-service, operational, analytical, and presentation issues.

• Differentiate major concerns from minor editorial matters.

• Provide clear, concise, actionable written feedback.

• Consistently apply evaluation criteria across all assignments.

• Operate independently without utilizing confidential or proprietary information from employers, clients, institutions, or third parties.

⛳️ Requirements

• Bachelor's degree or higher.

• A minimum of 2+ years of relevant professional experience in customer support, customer success, service delivery, client success, or a closely related area.

• Experience in roles such as Customer Support Specialist, Customer Success Manager, Client Success Manager, Service Delivery Manager, or similar positions.

• Strong comprehension of customer support, service delivery, account relationships, and overall customer experience.

• Excellent analytical and document-review capabilities.

• Strong written communication skills.

• High attention to detail and ability to adhere to structured guidelines.

• Proficient in Excel, PowerPoint, and Word.

• Comfortable reviewing a variety of customer-facing and service-related deliverables.

• Capable of working independently and providing precise professional feedback.

• Must reside in the United States, Europe, United Kingdom, or Canada.

• H1-B and STEM OPT support is not available for this engagement.

🏝️ Benefits

• Flexible scheduling in line with project requirements.

• Fully remote work options.

• Part-time independent contractor engagement.

• Project durations may be extended, shortened, or concluded based on project needs and performance.