User Operations Specialist

User Operations Specialist at RemoteHunter

This organization is transforming how legal and professional services operate by combining advanced AI, an enterprise-grade platform, and deep domain expertise. As a User Operations Specialist, you will provide frontline, empathetic, and efficient support to enterprise customers, ensuring a seamless experience.

Key Responsibilities

• Serve as the first point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
• Manage multiple competing priorities and tasks to maintain high service levels and responsiveness.
• Collaborate with team members to troubleshoot complex issues and escalate when necessary.
• Maintain a deep understanding of products and services to provide knowledgeable support.
• Document customer interactions and feedback for continuous service improvement.
• Work closely with other departments to resolve customer issues and enhance the overall experience.
• Stay informed about new product features and updates to provide current support.
• Contribute to developing and refining support processes and materials, including FAQs and knowledge base articles.

Requirements

• 2 or more years of experience in customer support, preferably in a high-tech or fast-paced environment providing premium support to large enterprise customers.
• Strong empathy and genuine desire to help and connect with customers.
• Effective problem-solving skills with creative approaches to resolving complex issues.
• Excellent organizational skills for managing multiple tasks and priorities.
• Strong written and verbal communication skills, able to explain complex information clearly.
• Understanding of APIs and ability to explain complex API concepts to technical and non-technical customers.
• Familiarity with customer support tools and CRM systems; experience with Intercom is a plus.
• Ability to work collaboratively and build positive relationships across teams.
• Commitment to learning, personal growth, and staying informed about industry trends and best practices.

Compensation

The compensation for this role ranges from $72,000 to $98,000 USD annually.

Please note: RemoteHunter is not the Employer of Record (EOR) for this role. We connect exceptional candidates with leading employers and guide them to complete their full application directly through the hiring company’s career page or ATS.

Key skills/competency

• Customer Support
• Enterprise Customer Service
• AI Platform Knowledge
• Complex Troubleshooting
• Intercom & CRM Systems
• API Communication
• Empathy & Communication
• Organizational Skills
• Problem Solving
• Process Improvement