User Operations Specialist

About the Opportunity for a User Operations Specialist

The organization is revolutionizing legal and professional services by integrating advanced AI, an enterprise-grade platform, and extensive domain expertise. The User Operations Specialist will play a crucial role on the frontline of the User Operations team, providing empathetic and efficient support to enterprise customers, ensuring a seamless and positive experience.

Key Responsibilities

• Serve as the primary contact for customer support inquiries, providing empathetic, accurate, and timely resolutions.
• Effectively manage multiple competing priorities and tasks to maintain high service levels and responsiveness.
• Collaborate with team members to troubleshoot complex issues and escalate them appropriately when necessary.
• Cultivate a deep understanding of all products and services to deliver knowledgeable support.
• Accurately document customer interactions and feedback, contributing to continuous service improvement.
• Work closely with various departments to resolve customer issues and enhance the overall customer experience.
• Stay consistently 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.

Qualifications & Requirements

• 2 or more years of experience in customer support, preferably 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.
• Effective problem-solving skills, capable of creative approaches to resolving complex issues.
• Excellent organizational skills essential for managing multiple tasks and priorities efficiently.
• Strong written and verbal communication skills, with the ability to clearly explain complex information.
• An understanding of APIs and the ability to explain 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 build positive relationships across diverse teams.
• A commitment to continuous learning, personal growth, and staying informed about industry trends and best practices.

Key skills/competency

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