Customer Operations Associate
M
MomosCustomer Experience Management
US hours, US hoursFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 5 to 8 years
Requirements
- 5 to 8 years of overall experience in customer operations/customer support
- Strong operator mindset and a track record of tackling challenging scenarios ensuring the customer operations function works like a clockwork
- Proactive mindset, eager to learn, and committed to continuous professional development
- Excellent interpersonal skills, maintaining a positive demeanor and outstanding communication abilities
- Ability to work independently
- Willing to work in US hours
- Passionate about working with customers and dedicated to exceeding their goals
Responsibilities
- Oversee the team’s ticket operations to ensure timely and effective resolution of customer inquiries
- Create new processes, and update existing ones to be scalable
- Communicate and promote alignment between cross-functional teams
- First-touch responses and proactive customer communication
- Resolution tracking and effective problem-solving
- Management of tickets across internal and external channels
- Regular communication with the team to identify weak points or process gaps
- Work closely with the Head of Customer Operations and senior leadership
- Raise the team’s operational excellence for Customer Support to new highs
- Work with teammates to implement scalable processes
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