Customer Operations Specialist - Remote

Overview

The Customer Operations Specialist will support escalated customer issues across multiple channels and streamline operational processes for a direct-to-consumer health and personal care brand.

In Short

• Manage and resolve escalated customer cases across various platforms.
• Draft responses aligning with internal guidelines.
• Identify escalation trends to guide improvements.
• Audit and optimize helpdesk workflows.
• Maintain internal and external knowledge bases.
• Support quality control reviews and report creation.
• Partner with Workforce Management for scheduling and forecasting.
• Support operational projects for performance enhancement.
• Work with cross-functional teams for customer satisfaction improvements.
• Hands-on execution role requiring strong initiative and problem-solving skills.

Requirements

• Proactive and systems-oriented mindset.
• Experience in customer support operations.
• Strong problem-solving skills.
• Ability to manage multiple communication channels.
• Familiarity with helpdesk platforms (e.g., Kustomer).
• Experience in creating and refining SOPs.
• Ability to analyze data for quality control.
• Experience in workforce management support.
• Ability to collaborate with cross-functional stakeholders.
• Excellent communication skills.

Benefits

• Work remotely from anywhere.
• Join a mission-driven company.
• Opportunity to work with top-tier talent.
• Engage in innovative social media strategies.
• Support a product that improves customers' confidence and comfort.
• Work in a dynamic and growing environment.
• Access to professional development opportunities.
• Collaborative team culture.
• Flexible work hours.
• Competitive compensation package.