Operations & Customer Support Specialist

POSITION SUMMARY

The Operations and Customer Support Specialist will be responsible for ensuring smooth operational processes while delivering exceptional customer service. This role combines operational tasks such as client onboarding with direct customer engagement and ongoing support to enhance overall efficiency and client satisfaction. The ideal candidate will be detail-oriented, possess strong communication skills, and be committed to providing high-quality support.

KEY RESPONSIBILITIES

Operations Support:

• Create customer implementation materials (timelines, communications, process documents, etc.) and track progress of implementation to the project timelines.
• Coordinate with various departments to streamline workflows and enhance productivity.
• Assist in the day-to-day operations of the organization, ensuring all company and customer processes run efficiently.

·       Assist in the daily operations of the office, including managing hardware purchases, supplies, and inventory.  Scheduling and coordination of meetings, appointments, and travel arrangements.

• Maintain accurate records and documentation of operational activities and customer interactions.

Customer Support:

• Educate customers on product features, usage, and troubleshooting techniques.
• Serve as the first point of contact for customer inquiries via phone, email, and chat, providing timely and accurate responses.
• Resolve customer issues, complaints, and inquiries with professionalism and empathy, ensuring customer satisfaction.
• Collaborate with internal teams to escalate and resolve complex customer issues.
• Maintain up-to-date knowledge of products and services to provide accurate information.

Process Improvement & Reporting:

• Identify opportunities to improve operational efficiency and enhance customer experience.
• Contribute to the development of standard operating procedures (SOPs) and training materials.
• Assist in implementing new tools or software that improve operations and customer support.
• Compile and analyze customer feedback and operational data to provide insights for management.
• Prepare reports on customer support metrics and operational performance for review.

QUALIFICATIONS

• Bachelor’s degree in business management, or a related field preferred; 5 years of relevant experience in operations and customer support or a similar role.
• Strong organizational and multitasking skills, with the ability to prioritize effectively.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite and familiarity with Hubspot a plus