User Operations Specialist

About the Opportunity

The organization is transforming how legal and professional services operate by combining advanced AI, an enterprise-grade platform, and deep domain expertise to reshape critical knowledge work. The User Operations Specialist role provides frontline support within the User Operations team, delivering empathetic and efficient support to enterprise customers to ensure a seamless experience.

Responsibilities

• Serve as the first point of contact for customer support inquiries with empathy and accuracy.
• Manage competing priorities to maintain high service levels.
• Collaborate with team members to troubleshoot and escalate complex issues.
• Maintain deep product knowledge for knowledgeable support.
• Document customer interactions for continuous improvement.
• Work closely with departments to resolve issues and enhance customer experience.
• Stay informed about product updates and new features.
• Contribute to refining support processes and developing FAQs and knowledge base articles.

Requirements

• 2+ years of customer support experience in a high-tech or fast-paced environment.
• Strong empathy and a genuine desire to help customers.
• Effective problem-solving skills with creative approaches.
• Excellent organizational skills for managing multiple tasks.
• Strong written and verbal communication skills.
• Understanding of APIs and the ability to explain API concepts.
• Familiarity with customer support tools and CRM systems; Intercom is a plus.
• Ability to work collaboratively with positive team relationships.
• Commitment to learning and staying current with industry trends.

Compensation

Compensation ranges from $72,000 to $98,000 USD annually.

Key skills/competency

• Customer Support
• Empathy
• Problem-Solving
• API Knowledge
• CRM Systems
• Collaboration
• Communication
• Organizational Skills
• Troubleshooting
• Continuous Improvement