User Operations Specialist

About the Opportunity at RemoteHunter

This User Operations Specialist role supports an organization that is revolutionizing legal and professional services. By integrating advanced AI, an enterprise-grade platform, and deep domain expertise, the company is reshaping critical knowledge work. As a User Operations Specialist, you will be on the front lines of the User Operations team, providing empathetic and efficient support to enterprise customers, ensuring their experience is seamless and exceptional.

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 maintain high service levels and responsiveness for enterprise clients.
• Collaborate with team members to troubleshoot complex technical issues and escalate them when necessary to ensure prompt resolution.
• Maintain a deep and current understanding of the organization's products and services to provide comprehensive and knowledgeable support.
• Document all customer interactions and feedback meticulously, contributing to continuous service improvement initiatives.
• Work closely with other departments to resolve customer issues efficiently and enhance the overall customer experience.
• Stay consistently informed about new product features and updates to provide the most current and relevant support.
• Contribute actively to the development and refinement of support processes and materials, including FAQs and knowledge base articles.

Required Qualifications

• Possess 2 or more years of experience in customer support, ideally within a high-tech or fast-paced environment, providing premium support to large enterprise customers.
• Demonstrate strong empathy and a genuine desire to help and connect with customers, building lasting relationships.
• Exhibit effective problem-solving skills, applying creative approaches to resolve complex issues efficiently.
• Show excellent organizational skills, crucial for managing multiple tasks and priorities in a dynamic setting.
• Command strong written and verbal communication skills, with the ability to explain complex technical information clearly to diverse audiences.
• Display an understanding of APIs and the ability to articulate complex API concepts effectively to both technical and non-technical customers.
• Be familiar with various customer support tools and CRM systems; direct experience with Intercom is considered a significant plus.
• Possess the ability to work collaboratively and build positive, productive relationships across different teams and departments.
• Demonstrate a strong commitment to continuous 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.

Key skills/competency

• Customer Support
• Enterprise Client Management
• Technical Troubleshooting
• API Understanding
• CRM Systems (Intercom)
• Problem-Solving
• Empathetic Communication
• Process Improvement
• Cross-functional Collaboration
• Knowledge Management