Senior User Operations Specialist - Remote

Overview

The Senior User Operations Specialist will have demonstrated the ability to deliver exemplary customer service and provide simple solutions to sometimes complex problems, while flourishing in a fast paced, challenging environment.

In Short

• Resolving technical escalations cases with partnership from Product and Engineering teams
• Communicating critical issues to your manager, Product and Engineering
• Working Tier 1 cases/channels if requested due to high volumes
• Assisting in training for new features and for new hires
• Working with integration vendors and engineering to troubleshoot errors
• Driving technical improvements to reduce friction and increase efficiencies
• Partnering with User Operations Manager to identify areas of opportunity
• Creating and maintaining Zapier automations
• Filling out client security questionnaires
• Communicating technical information clearly over the phone or in writing

Requirements

• A demonstrated ability to think and act quickly and decisively
• Deep understanding of root cause and critical problem solving
• Basic knowledge of SQL and SQL systems
• Basic knowledge of Salesforce (experience preferred)
• Experience providing support for a SaaS company (preferred)
• Organized; excellent time management skills
• Leadership mentality
• A desire to continue the path of growth, learning, and development
• A passion for helping others succeed
• A track record of interdepartmental collaboration

Benefits

• Flexible work options between remote and headquarters
• 401k eligibility
• Generous benefits package including unlimited PTO