Product Operations Specialist L3
New
J
JobgetherResearch & Development
Remote position in India, Rotational overnight shifts: 6:30 PM–3:30 AM IST or 9:00 PM–6:00 AM ISTFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 3–7 years
- Required Skills
- SQLData AnalysisJiraProduct OperationsTableauZendeskLookerProcess improvementCustomer support
Requirements
- 3–7 years of relevant professional experience.
- Experience handling international customer escalations via email, voice, and chat.
- Advanced email-writing and professional communication skills.
- Experience monitoring queues, workloads, and operational SLAs.
- Proven ability to coach and support individual team members.
- Experience working with technical teams to translate issues into actionable information.
- Previous experience conducting root cause analysis and process improvement.
- Strong organizational skills and ability to prioritize multiple processes.
- Ability to work rotational shifts, including 6:30 PM–3:30 AM IST or 9:00 PM–6:00 AM IST.
- Proficiency in Looker queries/reporting and dashboard creation in Tableau.
- Experience running SQL queries (preferred).
- Familiarity with Zendesk and JIRA (added advantage).
Responsibilities
- Provide high-quality support for customer inquiries via email, voice, and chat.
- Assess, troubleshoot, and resolve intermediate-to-advanced product and service issues.
- Act as a frontline escalation resource for triaging complex issues to technical teams.
- Monitor operational tasks, queues, and service levels to ensure SLAs are met.
- Perform root cause analysis to identify and implement process improvements.
- Maintain and update process documentation for stakeholders.
- Coach and mentor less experienced team members and conduct quality audits.
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