[Remote] User Operations Specialist
Note: The job is a remote job and is open to candidates in USA. RemoteHunter is connecting exceptional candidates with leading employers in the talent optimization industry. The User Operations Specialist plays a critical role in managing client and partner inquiries, ensuring effective communication and support workflows within a dynamic SaaS environment.
Responsibilities
- Triage client and partner inquiries across chat, email, and ticketing systems
- Identify root causes and resolve issues independently or escalate appropriately
- Collect technical and operational details before escalation to reduce back-and-forth
- Manage cases from intake to resolution or escalation with thorough documentation
- Assist clients and partners in workflow navigation and best practice adoption
- Identify request patterns to improve documentation, workflows, and product usability
- Support team efforts during high-volume periods and maintain queue health
- Communicate proactively about workload capacity and help maintain coverage
Skills
- Strong customer service skills with clear and empathetic communication
- Effective troubleshooting and sound judgment across technical and workflow challenges
- Commitment to providing complete case documentation and actionable context
- Adaptability and curiosity with a mindset focused on progress and continuous improvement
- Collaborative approach to shared support coverage
- Experience with tools such as Salesforce, Intercom, Slack, or ability to quickly learn new systems including AI-assisted tools
Company Overview