Product Operations Specialist
Provides advanced customer and carrier-partner support, resolves product issues, manages escalations and queues, and improves operational processes. Requires 3–7 years of relevant experience, strong communication, analytical ability, and experience coaching teammates.
About the job
Responsibilities
- Support customer inquiries received by email and phone, providing an excellent customer experience.
- Assess product or service issues and resolve basic-to-advanced problems within the team’s domain.
- Log customer interactions and tag or categorize issues accurately.
- Respond to and action incoming carrier partner notifications.
- Triage complex issues to the Level 2 team through documented escalation paths.
- Answer customer and internal stakeholder questions in the core area and across related areas.
- Troubleshoot independently and determine appropriate resolutions.
- Monitor tasks and queues to ensure SLAs are met.
- Perform root cause analysis and implement process improvements with technical teams.
- Keep process documentation current and enable consistent experiences for customers and internal teams.
- Coach and mentor less experienced teammates, perform quality audits when required, and manage the team and process during the manager’s absence.
- Work rotational shifts: 18:30–3:30 or 21:00–6:00 IST.
Requirements
- 3–7 years of experience, depending on candidacy.
- Experience with advanced email writing and handling international escalations through voice, chat, and email.
- Experience handling international stakeholders.
- Ability to monitor queues, prioritize multiple processes, and meet SLAs.
- Experience coaching team members and performing root cause analysis.
- Strong verbal and written communication skills.
- Empathy, customer-centricity, organization, attention to detail, and ability to prioritize.
- Ability to learn complex systems quickly and work independently and cross-functionally.
- Ability to complete core-area tasks within SLAs.
Nice to Have
- Looker queries and reporting.
- Tableau dashboard creation.
- SQL querying.
- Zendesk.
- JIRA.
Compensation and Benefits
- Competitive pay, paid time off, parental and wellness leave, healthcare, retirement savings, and other benefits. Offerings vary by location.
- Occasional travel may be required for project or team in-person meetings.
Skills
Looker, Tableau, SQL, Zendesk, Jira, Root Cause Analysis, Queue Monitoring, Sla Management, Customer Escalations, Email Writing
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