Onboarding Operations Specialist

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

📋 Description

• Assist with common customer inquiries via email.

• Evaluate product or service concerns and address basic to intermediate issues.

• Record customer interactions and categorize or tag issues accordingly.

• Acquire knowledge across various subject areas to ensure efficient operations.

• Manage and respond to incoming notifications from carrier partners.

• Direct complex issues to the Level 2 support team.

• Answer advanced customer inquiries in specialized areas and intermediate queries across multiple domains.

• Diagnose and provide solutions within the team's area of expertise.

• Adhere to established internal escalation procedures.

• Work collaboratively with technical teams to enhance processes.

• Oversee tasks and queues to uphold service level agreements (SLAs).

⛳️ Requirements

• 1–3 years of relevant experience, based on applicant qualifications.

• Detail-oriented, organized, thorough, and capable of prioritizing and executing multiple processes.

• Prior experience in advanced email communication.

• Background in managing international escalations via voice, chat, and email.

• Experience with international stakeholder engagement.

• Ability to monitor tasks and queues, ensuring SLAs are met.

• Regular interaction with technical teams to comprehend processes and drive improvements.

• Previous experience in conducting root cause analysis.

• Openness to taking on additional responsibilities as needed.

• Empathetic and customer-focused mindset.

• Strong verbal and written communication skills.

• Dedication to ongoing self-improvement.

• Quick learner, capable of mastering complex systems.

• Ability to work independently and across different functions.

• Competence in completing core-area tasks within SLAs.

• Familiarity with SQL queries, Zendesk, and JIRA is a plus.

🏝️ Benefits

• Competitive salary.

• Generous vacation policy.

• Extensive parental leave.

• Comprehensive wellness leave.

• Healthcare coverage.

• Retirement savings plan.

• Support for volunteering and donations.

• Occasional travel for project or team meetings in person.