User Operations Specialist

About the Opportunity

The organization is transforming how legal and professional services operate by combining advanced AI, an enterprise-grade platform, and deep domain expertise to reshape critical knowledge work. The User Operations Specialist role provides frontline support within the User Operations team, delivering empathetic and efficient support to enterprise customers to ensure a seamless experience.

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.

Key skills/competency

• Customer Support
• Enterprise Clients
• Technical Support
• Problem Solving
• API Knowledge
• CRM Systems
• Intercom
• Communication Skills
• Cross-functional Collaboration
• Process Improvement