We are looking for a dual-function Operations Specialist to manage the end-to-end experience for both our professional partners and global user base. This role acts as a bridge between two sides of a big digital marketplace, ensuring that service providers are successfully integrated and that individual users find success using our platform tools.
Se pueden requerir diversas habilidades interpersonales y experiencia para el siguiente puesto. Por favor, asegúrese de consultar la descripción a continuación con atención.
Rather than a traditional support role, this is a position for a problem-solver who can navigate multi-language environments, master proprietary software, and maintain the integrity of a global ecosystem.
Responsibilities
Customer Support & Experience
* Handle inbound and outbound calls, emails, and chat.
* Provide timely, empathetic, and solutions-oriented support across a wide range of queries.
* Support users across multiple regions by leveraging translation tools where needed, ensuring clear and accurate communication regardless of language.
* Manage the full user journey, ensuring end-to-end resolution and satisfaction.
* Build strong, trust-based relationships with users.
Issue Resolution & Case Management
* Troubleshoot and resolve technical, operational, and account-related issues.
* Manage complaints, cancellations, and negative reviews with professionalism and care.
* Document all interactions accurately in CRM systems (e.G., Zendesk, Jira).
* Escalate issues appropriately while maintaining ownership through to resolution.
Product & Platform Support
* Guide users in effectively using platform tools to achieve their goals.
User Journey Ownership
* Follow up across the full lifecycle of interactions to ensure completion and satisfaction.
* Act as a single point of contact where possible, reducing friction across touchpoints.
* Ensure a consistent experience across all user interactions.
Feedback & Continuous Improvement
* Collect and share feedback to improve:
* Internal tools
* Processes
* Overall user experience
* Contribute to process improvements and operational excellence initiatives.
Performance & Operations
* Support daily Customer Support operations across international markets.
* Consistently meet or exceed KPIs, including but not limited to:
* CSAT
* Resolution time
* Contact rate
* Response time
* Adapt to changing priorities and workflows in a fast-paced environment.
Requirements
* 1–2 years in a customer-facing, support, or service role.
* Experience supporting multiple customer types (B2B and/or B2C) is a plus.
* Fluent in both English and Spanish
* Professional proficiency in Italian, French, or Portuguese is highly preferred.
* Excellent verbal and written communication skills (phone, email, chat).
* Strong problem-solving and complaint-handling abilities.
* Customer-first mindset with a focus on solutions and outcomes.
* Ability to multitask, prioritise, and manage high workloads.
* Strong interpersonal and collaboration skills.
* Experience with CRM and support tools (e.G., Google Suite, Zendesk, Jira).
* Ability to effectively use translation tools and resources to support users across different languages and markets. xohynlm
* Strong computer literacy and ability to quickly learn new systems.