Customer Operations Specialist

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

📋 Description

• Oversee omni-channel customer support operations across chat, email, and phone channels while achieving SLA objectives.

• Supervise CRM dashboards and automated workflows that integrate AI-driven interactions with live support.

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

• Collect information, confirm reported issues, and prepare documentation for escalation to engineering teams.

• Convey technical updates and resolution progress to customers in a clear, layman's language.

• Evaluate AI-assisted interactions for inaccuracies and provide input for system enhancement.

• Identify gaps in knowledge base documentation and contribute to updates for the help center.

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

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

• Ensure the accuracy of customer records in CRM and operational systems.

• Monitor response times, ticket resolution rates, and customer feedback metrics.

• Adhere to 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 environment.

• Experience in SLA-focused support settings and managing numerous customer interactions concurrently.

• Knowledge of technical troubleshooting processes and escalation protocols for complex issues.

• Proficient in CRM systems, ticketing software, and team collaboration tools.

• Exceptional written and verbal communication skills in English.

• Capability to articulate technical information effectively to non-technical audiences.

• Strong attention to detail with the ability to maintain precise system documentation and customer records.

• Skill in prioritizing tasks and collaborating efficiently with cross-functional teams.

• Prior experience with AI-assisted support tools, automation workflows, or knowledge management systems is a plus.

🏝️ 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.