User Operations Specialist

About the Opportunity:

The User Operations Specialist role at RemoteHunter provides frontline support within the User Operations team. This position is crucial for delivering empathetic and efficient support to enterprise customers, ensuring a seamless experience with an organization that combines advanced AI, an enterprise-grade platform, and deep domain expertise to reshape critical knowledge work.

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 User Operations Specialist position ranges from $72,000 to $98,000 USD.

Key skills/competency:

• Customer Support
• Enterprise Service
• Troubleshooting
• API Knowledge
• CRM Systems
• Intercom (preferred)
• Communication Skills
• Problem-Solving
• Empathy
• Cross-functional Collaboration