Customer Operations Specialist

Company Description

QuestionPro is a leading provider of online survey software with over 2.5 million users across 40 countries. Our platform includes tools for survey creation, distribution, analysis, polling, mobile research, and data visualization. Trusted by Fortune 100 companies, academic institutions, small businesses, and individual researchers, we have been delivering reliable and innovative technology for over ten years. Learn more at www.questionpro.com.

Role Description

This is a full-time on-site role for a Customer Operations Specialist located in Porvorim. The Customer Operations Specialist will be responsible for delivering outstanding sales support and ensuring HubSpot hygiene. Daily tasks include auditing the HubSpot process, resolving issues, and enhancing the overall customer experience. This role requires a blend of strong analytical, communication, and problem-solving skills to drive improvements in both HubSpot SOPs and operational efficiency.

Key Responsibilities

• Office Administration: Oversee and manage day-to-day office administrative operations to ensure a smooth and efficient work environment.
• CRM & Auditing: Utilize CRM tools to monitor and audit customer interactions, ensuring CRM hygiene and compliance with company standards and identifying areas for improvement.
• Customer Experience Analysis: Actively analyze customer feedback and data to measure and improve Customer Satisfaction (CSAT) and overall Customer Experience (CX).
• Reporting & Analytics: Develop and maintain reports and dashboards to track key performance indicators. Use your strong analytical skills to provide actionable insights to management.
• Problem-Solving: Identify operational bottlenecks and customer pain points, and collaborate with cross-functional teams to implement effective solutions.
• Collaboration: Work both independently and as a part of a team to achieve departmental goals and contribute to a positive team culture.
• Qualifications and Skills
• Bachelor's degree in BCA, MCA, engineering, or a related field.
• Proven experience in office operations.
• Familiarity with CRM tools (e.g., HubSpot) and auditing procedures.
• Excellent communication (both written and verbal) and interpersonal skills.
• Aptitude for problem-solving with a customer-centric mindset.