Operations Specialist

Job Description

About Us: We are an innovative enterprise SaaS platform transforming businesses across 20+ countries and rapidly expanding. Backed by significant investment, we are here for the long haul. Our leadership team consists of experienced professionals from top-tier firms such as Morgan Stanley, McKinsey, and Procter & Gamble, and our mentors include distinguished leaders like the Vice Chairman of HCL Technologies, the Chairman of Singapore Airlines, and senior executives from LinkedIn. Role Overview: We are seeking a dynamic and dedicated Operations Specialist to serve as a key point of contact for all things related to our product. In this role, you will directly interact with customers, ensuring they receive exceptional support and a seamless experience. You will also play an integral part in improving our products and services by providing valuable customer insights and working closely with internal teams to resolve issues and implement enhancements. Key Responsibilities: Serve as the primary point of contact for customers regarding product-related inquiries and troubleshooting. Collaborate with the Engineering team to resolve complex customer issues promptly. Maintain and update both internal and external Knowledge Bases to ensure accurate, up-to-date information is available. Identify opportunities for product and service improvements based on customer feedback and work with relevant teams to communicate these insights. Record and track client interactions and transactions to ensure proper documentation and follow-ups. Stay informed on the latest product updates and features to provide timely and accurate support. Qualifications: 2+ years of experience in a customer-facing role, with a preference for experience in email and chat support. Excellent verbal and written communication skills in English. Strong problem-solving abilities and a critical thinking mindset. Ability to thrive in a fast-paced environment while managing multiple tasks effectively. Familiarity with CRM tools and customer support software is a plus. Flexibility to work night shifts in alignment with U.S. business hours (approximately 9:00 PM to 6:00 AM IST). Job Perks: Complimentary daily breakfast and Friday team lunches. A relaxed, informal work environment with minimal hierarchy. Opportunity for international travel, including potential trips to Singapore. TL;DR This is a Night Shift Operations role, based out of Chennai with an office close to the beach and fantastic co-workers. Show more Show less