Product Operations Specialist

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

📋 Description

• Assist with customer inquiries received via email.

• Evaluate product or service issues and address problems ranging from basic to advanced levels.

• Record customer interactions and appropriately tag or categorize issues.

• Acquire knowledge of processes across different subject areas to ensure smooth operations.

• Address and act upon notifications received from carrier partners.

• Direct complex issues to the Level 2 team following documented escalation procedures.

• Answer advanced queries from customers and internal teams in the core area, as well as intermediate questions across multiple domains.

• Independently troubleshoot and determine solutions within the team’s expertise.

• Coach and guide less experienced team members.

• Provide initial support for customer escalations primarily received through email and phone.

• Keep process documentation current and accurate.

• Oversee tasks and queues, ensuring compliance with service-level agreements (SLAs).

• Collaborate with technical teams to gain insights into processes and implement improvements.

• Conduct quality audits when necessary.

• Oversee the team and processes in the manager’s absence.

⛳️ Requirements

• Availability to work rotational shifts: 18:30–3:30 AM or 21:00–6:00 IST.

• 3–7 years of relevant experience, depending on qualifications.

• Proficient in advanced email communication.

• Experience managing international escalations through voice, chat, and email.

• Capable of handling international stakeholders.

• Experience in monitoring tasks and queues while ensuring SLAs are met.

• Skilled in root cause analysis.

• Ability to perform quality audits as needed.

• Competence in managing the team and processes during the manager’s absence.

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

• Empathetic and focused on customer satisfaction.

• Excellent verbal and written communication skills.

• Quick learner with the ability to master complex systems.

• Ability to work independently, as part of a team, and across different functions.

• Capability to complete core-area tasks within SLAs.

• Knowledge of Looker for querying/reporting and creating Tableau dashboards.

• Proficiency in SQL queries.

• Familiarity with Zendesk and JIRA is a plus.

🏝️ Benefits

• Competitive salary.

• Generous vacation time.

• Ample parental leave.

• Wellness leave.

• Comprehensive healthcare coverage.

• Retirement savings program.

• Support for employee volunteering and donations.

• Opportunities for occasional travel to participate in project or team meetings in person.