Customer Success Operations Specialist
T
TraackrSaaS Influencer Marketing
PhilippinesFull-TimeMiddle
Salary27,000 - 35,000 USD per year
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Job Details
- Experience
- 2-4 years
- Required Skills
- SQLData AnalysisETLMicrosoft Power BITableauZendeskBigQuery
Requirements
- 2-4 years of related experience and a bachelor's degree, or equivalent practical experience.
- Experience in SaaS customer support, customer operations, technical support, or client services.
- Exposure to tiered support across L1 and L2.
- Comfortable working with data day to day, including spreadsheets and pivot tables.
- Exposure to data integrations, ETL or ingestion processes, or API-based data exports.
- Working knowledge of SQL or familiarity with data warehouses such as BigQuery is a plus.
- Familiarity with support tooling such as Intercom or Zendesk is a plus.
- Familiarity with reporting tools such as Tableau, Power BI, or DOMO is a plus.
- Excellent written and verbal communication skills.
- Strong troubleshooting instincts and attention to detail.
- Ability to organize across multiple concurrent requests.
Responsibilities
- Handle L1 support through our support interface, resolving product and account questions quickly and clearly.
- Take on L2 support for issues that need deeper investigation, reproducing the problem, identifying root cause, and escalating to data or engineering partners.
- Troubleshoot platform and data issues, including data export errors, ingestion failures, and integration problems.
- Support data integration projects for customers from initial request through configuration, testing, and handover.
- Help customers interpret the data they receive and apply it to their reporting, campaign, and measurement needs.
- Run onboarding and training sessions for new customers, covering account setup and day-to-day use of the platform.
- Track recurring issues and customer feedback, and share the patterns with product and Customer Success to inform roadmap and service decisions.
- Maintain support documentation, macros, and internal knowledge resources.
- Partner with Customer Success Managers on usage and adoption reporting, account analysis, and ad hoc account projects.
- Work with customer success operations leadership to improve support workflows, service levels, and reporting.
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