User Operations Specialist

About the Opportunity

The organization is revolutionizing legal and professional services through advanced AI, an enterprise-grade platform, and deep domain expertise. As a User Operations Specialist, you will be a frontline support professional within the User Operations team, dedicated to providing empathetic and efficient support to enterprise customers, ensuring a seamless and positive 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.

Compensation

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

Key skills/competency

• Customer Support
• Enterprise Customer Focus
• Problem Solving
• Communication Skills
• API Understanding
• CRM Systems
• Intercom Experience
• Cross-functional Collaboration
• Process Improvement
• Empathy