User Operations Specialist

About the Opportunity

This organization is at the forefront of transforming legal and professional services by integrating advanced AI, an enterprise-grade platform, and deep domain expertise to revolutionize critical knowledge work. As a User Operations Specialist, you will be a vital part of the User Operations team, providing frontline, empathetic, and efficient support to enterprise customers, ensuring their experience is seamless and highly satisfactory.

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 consistently uphold high service levels and responsiveness.
• Collaborate seamlessly with team members to meticulously troubleshoot complex issues and escalate them when necessary.
• Cultivate a deep and comprehensive understanding of the organization's products and services to provide expert and knowledgeable support.
• Thoroughly document all customer interactions and feedback, contributing to the continuous improvement of service delivery.
• Work in close coordination with various internal departments to swiftly resolve customer issues and enhance the overall customer experience.
• Stay consistently informed about new product features and updates to ensure the provision of the most current and relevant support.
• Actively contribute to the development and refinement of support processes and materials, including comprehensive FAQs and knowledge base articles.

Requirements

• A minimum of 2 years of experience in customer support, ideally within a high-tech or fast-paced environment, specifically providing premium support to large enterprise customers.
• Demonstrated strong empathy and a genuine desire to help and connect effectively with customers.
• Proven effective problem-solving skills, showcasing creative and innovative approaches to resolving complex technical and user issues.
• Exceptional organizational skills, crucial for efficiently managing multiple tasks and priorities simultaneously.
• Strong written and verbal communication skills, with the ability to clearly and concisely explain complex information to diverse audiences.
• 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 considered a significant advantage.
• A proven ability to work collaboratively within a team and build positive, productive relationships across different departments.
• A strong commitment to continuous learning, personal growth, and staying well-informed about industry trends and best practices.

Compensation

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

Please note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose is to connect exceptional candidates with leading employers. We guide job seekers worldwide to discover roles that match their goals and facilitate their direct application through the hiring company’s career page or ATS.

Key skills/competency

• Customer Support
• Enterprise Customer Service
• Technical Troubleshooting
• API Concepts
• CRM Systems
• Intercom
• Problem Solving
• Communication Skills
• Process Improvement
• Knowledge Base Management