Customer Operations Specialist - The Planet Group

Customer Operations Specialist

Location: Remote, PST or CST
Schedule: ~ 12 Months, potential to extend
Pay: Up to $45/hour DOE 
 
Planet Interactive is looking for a Customer Operations Specialist to join our well known Fortune 500 client on a 12 month contract. This role will be 40 hours per week and will be 100% remote. This role does require someone in the PST or CST time zone.
 
Customer Operations Specialist Responsibilities: 

• Respond to high profile user inquiries with high quality, speed, empathy and accuracy.
• Communicate and collaborate cross-functionally in order to lead Partner issue resolution across teams, and troubleshoot quickly and effectively to drive resolution.
• Become an expert in the support experience for users; understand and resolve their inbound product questions and issues based on the product.
• Investigate escalations from internal stakeholders and ensure they are completed.
• Make informed recommendations to improve user experience with products, supporting workflows, and address areas for product support optimizations.
• Identify trends and develop solutions to optimize team workflows, introduce new processes and improve partner experience.
• Identify and resolve fraud trends impacting our users.
• Proactively investigate, troubleshoot, and resolve sensitive escalations.
• Develop strong cross-functional partnerships with partnerships, policy, legal, engineering, data science, product management and other operational teams in order to implement optimal integrity solutions.

  Customer Operations Specialist Requirements: 

• 4+ years of experience in a support function working directly with clients or users.
• Bachelor's degree.
• Experience communicating issues, risks and paths to resolution the results of analyses in a clear and effective manner.
• Experience working with global teams.
• Resilient mindset - thrives over changing priorities and ever changing knowledge
• Strong problem-solving and analytical skills.
• Attention to detail - ability to follow strict set of operational steps.
• Customer focused approach.