Customer Support & Operations Specialist

Primary Purpose
Executes a range of operational tasks across channels and systems. Applies practical knowledge to reduce delays, improve documentation quality, and support consistent customer experiences.

Duties and Responsibilities

• Performs structured troubleshooting for common technical or account issues and documents steps, workarounds, and results in the case record.
• Reviews cases for policy adherence and completeness (contact reason, resolution summary, next action) and corrects gaps before closure.
• Compiles shift‑level insights (top contact reasons, repeat issues, average handling time trends) and shares summaries with the team.
• Creates or updates how‑to guides for routine tasks (order changes, returns, feature usage) with clear steps and screenshots.
• Monitors social channels for customer mentions and drafts appropriate responses or routes posts to the designated social support queue.
• Coordinates scheduled callbacks and appointment windows; confirms completion and updates customers proactively.
• Tests knowledge base articles for clarity and accuracy; submits change requests when steps are outdated or incomplete.
• Maintains confidentiality and follows authentication procedures when verifying customer identity.
• Performs other duties as assigned.