User Operations Specialist

About the Opportunity

The organization is revolutionizing legal and professional services by integrating advanced AI, an enterprise-grade platform, and profound domain expertise to transform critical knowledge work. As a User Operations Specialist, you will be a frontline support professional within the User Operations team, dedicated to providing empathetic and efficient assistance to enterprise customers, ensuring a seamless and high-quality experience.

Key Responsibilities

• Serve as the primary point of contact for customer support inquiries, delivering empathetic, accurate, and timely resolutions.
• Effectively manage multiple competing priorities and tasks to uphold high service levels and responsiveness.
• Collaborate with team members to diagnose and resolve complex issues, escalating when necessary.
• Maintain a comprehensive understanding of products and services to offer expert support.
• Rigorously document customer interactions and feedback to facilitate continuous service improvement.
• Work closely with cross-functional departments to address customer concerns and enhance the overall experience.
• Stay continuously informed about new product features and updates to provide up-to-date support.
• Actively contribute to the development and refinement of support processes and materials, including FAQs and knowledge base articles.

Requirements

• Minimum of 2 years of experience in customer support, ideally within a high-tech or fast-paced environment, providing premium support to large enterprise customers.
• Demonstrated strong empathy and a genuine desire to help and connect with customers.
• Proven effective problem-solving skills with a creative approach to resolving complex issues.
• Excellent organizational skills essential for managing multiple tasks and priorities efficiently.
• Strong written and verbal communication skills, capable of clearly explaining complex information.
• Fundamental understanding of APIs and the ability to articulate complex API concepts to both technical and non-technical customers.
• Familiarity with various customer support tools and CRM systems; direct experience with Intercom is a distinct advantage.
• Ability to work collaboratively and foster positive relationships across diverse teams.
• Commitment to continuous learning, personal growth, and staying abreast of industry trends and best practices.

Compensation

The compensation for this User Operations Specialist role ranges from $72,000 to $98,000 USD.

Key skills/competency

• Customer Support
• Enterprise Customer Service
• Problem Solving
• Communication Skills
• API Understanding
• CRM Systems
• Intercom
• Technical Support
• Empathy
• Process Improvement