Customer Operations Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Our Customer Service team serves as the voice of the parent, acting as a vital connection between our users and our Product, Engineering, and Platform teams.

• We are in search of a strategic, AI-focused specialist who possesses strong analytical skills and excels in translating data into actionable insights.

• In this position, you will utilize AI tools and customer data to detect trends, oversee follow-up activities, support action plans, and uphold standard operating procedures across a wide spectrum of customer and operational requirements.

• By facilitating efficient issue resolution and promoting communication and collaboration among teams, you will play an essential role in ensuring that nothing is overlooked.

• AI-Driven Root Cause Analysis: Utilize Zendesk analytics and other AI-driven platforms to monitor and report on crucial metrics, including ticket volume, contact drivers, and bot performance trends.

• Conduct thorough ticket investigations to identify systemic technical problems, providing Engineering with documented evidence that prioritizes bug fixes and feature enhancements.

• Strategic Internal Partnering: Collaborate with Product, Engineering, and Platform leaders to advocate for customer needs based on support trends and areas of friction.

• Transform raw customer feedback into data-driven recommendations that directly influence technical roadmaps and product strategies.

• Review Monitoring and Analysis: Consistently monitor customer reviews across major platforms and channels, identifying trends and bringing key themes to the attention of internal stakeholders.

• Assist in researching, tagging, and analyzing review data to highlight recurring product, UX, or support issues that require attention.

• International Support: Manage communications with distributor and internal Owlet stakeholders, ensuring timely and consistent interactions across international partners.

• Collaborate across functions to support ongoing initiatives aimed at enhancing the experience for Owlet parents in international markets.

• Process and Knowledge Improvement: Maintain a robust understanding of the Owlet ecosystem to serve as a technical resource for the broader team.

• Work with Customer Service Managers to audit, improve, and maintain internal troubleshooting guides and public-facing help articles for accuracy and clarity.

⛳️ Requirements

• A minimum of 3 years in a customer support role, ideally in a technical, hardware, or cloud-based environment.

• Strong analytical abilities with a talent for using data to identify root causes, propose solutions, and drive process enhancements.

• Proven capability to manage several projects and priorities from initiation through to completion.

• Exceptional written and verbal communication skills, with experience simplifying complex issues for varied audiences and cross-functional teams.

• Thrives in a fast-paced, dynamic setting and easily adapts to changing priorities as business needs develop.

• A genuine passion for technology and a connection to Owlet's mission of empowering parents and ensuring infant safety.

• Preferred Qualifications:

• Proficiency with CRM software, particularly Zendesk.

• Experience using AI tools in a professional setting, with a desire to enhance that skillset.

• Familiarity with Owlet products, the early childhood tech landscape, or global customer service frameworks.

🏝️ Benefits

• Compensation: $35-$45 hourly wage.

• Fully remote opportunity.

• Flex time scheduling.