What are the responsibilities and job description for the Operations Specialist position at Pura?
Pura has been revolutionizing the smart home experience for the past several years. We obsess over providing world-class experiences for our customers, partners, and vendors. We pride ourselves on maintaining a high standard of quality and innovation with our products, and continuous growth and development for our people.
The Operations Specialist will be working with customers via email, chat and occasionally phone calls. They will identify and assess customers’ and retail partners’ needs to achieve satisfaction and provide accurate, valid and complete information for highly escalated and/or sensitive customer situations, including but not limited to chargebacks, disputes, and BBB complaints. This person will help to create policies and processes meant to track or limit abuse of discount codes and work to proactively identify and prevent fraudulent activity within Pura’s e-commerce platform.
This role also supports the organization by handling retailer disputes tied to operations to ensure that our retail partners have a best-in-class experience with Pura. The Operations specialist will work with retailers to offer them support and troubleshooting in a timely manner. They will provide oversight into unauthorized reseller mitigation and notification. They will work closely with account managers and stay informed on escalations and/or bad reseller behavior.
The Operations Specialist will work “behind the scenes” as well, helping to influence improvements and additions to Chat-bot flows, as well as create and update operational reports. They will perform different levels of problem resolution & data analysis for Customer Care operations by proactively solving problems and actively improving processes and creating efficiencies.
This role is in-office, working out of our headquarters located in Pleasant Grove, UT. This person will report directly to the Customer Care Director and be a key role within the Customer Care team.
Qualifications:
At Pura, we’re pairing smart tech with premium fragrance to create a perfectly personalized and customized scenting experience for the individual. We partner with brands like Disney, Capri Blue, and Anthropologie to bring original and well-loved fragrances to homes in a modern, convenient, and safe way. We know we’ve only just begun to unlock the possibility of scent, and we’re excited for the opportunities that lie ahead.
We’re quickly turning heads and getting noticed. We raised a seed round of 4.4M in February of 2020, was recognized by Inc. Magazine as a 2021 Best Workplace, won the Silicon Slopes Hall of Fame & Awards Advertising category in 2022, and we’re currently the 6th-fastest growing company in Utah. Check out our Instagram @pura and TikTok @trypura channels for a look into the excited, engaged community we’re building. We pride ourselves on being a human brand and in creating a culture worth talking about, and we have big goals for the future.
Join the Pura Team!
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The Operations Specialist will be working with customers via email, chat and occasionally phone calls. They will identify and assess customers’ and retail partners’ needs to achieve satisfaction and provide accurate, valid and complete information for highly escalated and/or sensitive customer situations, including but not limited to chargebacks, disputes, and BBB complaints. This person will help to create policies and processes meant to track or limit abuse of discount codes and work to proactively identify and prevent fraudulent activity within Pura’s e-commerce platform.
This role also supports the organization by handling retailer disputes tied to operations to ensure that our retail partners have a best-in-class experience with Pura. The Operations specialist will work with retailers to offer them support and troubleshooting in a timely manner. They will provide oversight into unauthorized reseller mitigation and notification. They will work closely with account managers and stay informed on escalations and/or bad reseller behavior.
The Operations Specialist will work “behind the scenes” as well, helping to influence improvements and additions to Chat-bot flows, as well as create and update operational reports. They will perform different levels of problem resolution & data analysis for Customer Care operations by proactively solving problems and actively improving processes and creating efficiencies.
This role is in-office, working out of our headquarters located in Pleasant Grove, UT. This person will report directly to the Customer Care Director and be a key role within the Customer Care team.
Qualifications:
- Demonstrated success in a previous support role, preferably in a small to medium sized contact center environment
- Experience with computer database systems/software
- Ability to multitask, prioritize, and manage time effectively
- Ability to handle highly escalated and/or sensitive customer situations
- Excellent communication and presentation skills
- Demonstrated proficiency in Google Suite
- Analytical thinker, with excellent written and verbal communication
- Previous experience creating policy and/or process documentation
- Detail oriented with strong organizational skills
At Pura, we’re pairing smart tech with premium fragrance to create a perfectly personalized and customized scenting experience for the individual. We partner with brands like Disney, Capri Blue, and Anthropologie to bring original and well-loved fragrances to homes in a modern, convenient, and safe way. We know we’ve only just begun to unlock the possibility of scent, and we’re excited for the opportunities that lie ahead.
We’re quickly turning heads and getting noticed. We raised a seed round of 4.4M in February of 2020, was recognized by Inc. Magazine as a 2021 Best Workplace, won the Silicon Slopes Hall of Fame & Awards Advertising category in 2022, and we’re currently the 6th-fastest growing company in Utah. Check out our Instagram @pura and TikTok @trypura channels for a look into the excited, engaged community we’re building. We pride ourselves on being a human brand and in creating a culture worth talking about, and we have big goals for the future.
Join the Pura Team!
- All candidates are subject to a background check
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oY04X6SNOH
