Customer Operations Specialist

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

📋 Description

• Oversee omni-channel customer support processes across chat, inbox, and phone channels, ensuring prompt responses and compliance with SLA objectives.

• Supervise CRM dashboards and automated workflows to facilitate seamless transitions between AI-driven exchanges and live assistance.

• Record customer interactions, call results, and operational updates in CRM systems and internal communication platforms.

• Aid in technical troubleshooting by collecting relevant information, confirming reported issues, and preparing escalation documentation for engineering teams.

• Relay technical updates and resolution status to customers using clear, non-technical language.

• Evaluate AI-supported interactions to detect inaccuracies and offer feedback for system enhancement.

• Assist in maintaining the knowledge base by identifying documentation deficiencies and updating help center resources.

• Organize customer follow-ups and transitions to Customer Success Managers.

• Support billing inquiries, including plan modifications, basic proration calculations, and account verification.

• Ensure accurate customer records are kept in CRM and operational systems.

• Monitor operational metrics such as response times, ticket resolutions, and customer feedback.

• Uphold company policies while maintaining a positive, empathetic, and professional demeanor.

⛳️ Requirements

• At least two (2) years of experience in customer operations, customer support, or customer success roles within a multi-channel support setting.

• Demonstrated experience operating in SLA-driven support environments while managing multiple customer interactions concurrently.

• Knowledge of technical troubleshooting workflows and escalation procedures for complex issues.

• Proficient in CRM systems, ticketing platforms, and collaborative team tools.

• Exceptional written and verbal communication skills in English.

• Capable of conveying technical information clearly to non-technical audiences.

• Strong attention to detail and ability to maintain accurate system documentation and customer records.

• Skilled in task prioritization and effective coordination with cross-functional teams.

• Nice-to-have: Previous experience with AI-assisted support tools, automation workflows, or knowledge management systems.

• BYOD (Bring-Your-Own-Device) policy.

🏝️ Benefits

• 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.

• Opportunities for skills training and personal and professional development.