Customer Operations Specialist
New
O
Owlet Baby CareChildcare Technology
United StatesContractMiddle
Salary35 - 45 USD per hour
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Job Details
- Experience
- 3+ years
- Required Skills
- Project ManagementArtificial IntelligenceData AnalysisTechnical supportCRMZendesk
Requirements
- 3+ years of experience in a customer support role.
- Experience in a technical, hardware, or cloud-based environment.
- Strong analytical skills with the ability to use data for root cause diagnosis and process improvement.
- Proven ability to manage multiple projects and priorities from initiation to delivery.
- Exceptional written and verbal communication skills for cross-functional collaboration.
- Ability to thrive and adapt in a fast-paced, dynamic environment.
- Proficiency with CRM software, specifically Zendesk.
- Experience using AI tools professionally.
- Familiarity with Owlet products or early childhood technology is preferred.
Responsibilities
- Leverage Zendesk analytics and AI platforms to track ticket volume, contact drivers, and bot performance.
- Conduct in-depth ticket research to identify systemic technical issues for Engineering bug prioritization.
- Advocate for customer needs by translating feedback into data-backed product recommendations.
- Monitor customer reviews across app stores and social channels to surface recurring themes.
- Coordinate communication and support efforts with international distributors and internal stakeholders.
- Maintain technical knowledge of the Owlet product ecosystem to support the broader team.
- Collaborate with managers to audit and update internal troubleshooting guides and public help articles.
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