Client Success Operations Associate - Remote

Overview

As a Client Success Operations Associate, you will be the first line of support for our hospitality and e-commerce customers, focusing on solving routine issues and delivering empathetic communication.

In Short

• Respond to customer tickets, calls, and emails.
• Troubleshoot technical issues using various tools.
• Provide documentation to escalate issues to Engineering.
• Assist in writing SOPs and knowledge base articles.
• Take ownership of escalated tickets.
• Identify bugs or process inefficiencies.
• Support common use cases like PDF conversion.
• Maintain quality responses while solving ~25 tickets/day.
• Participate in customer calls or trainings.
• Weekend coverage required.

Requirements

• 2+ years in a customer-facing technical support role.
• Experience with Zendesk.
• Familiarity with Jira and DataDog.
• Strong communication skills.
• Ability to prioritize in a high-volume environment.
• Initiative in bug tracking and documentation.
• Organizational skills.
• Background in hospitality technology is a plus.
• Experience with SOP creation is a plus.

Benefits

• Competitive compensation, including Restricted Stock Units.
• Employee Stock Purchase Plan.
• Global Induction Program.
• Dynamic & Global Team.
• Wellbeing Programs.
• Competitive time off.
• Talent & Development Programs.