Backoffice Specialist

Let's start with the role

We are looking for a Customer Support Specialist – Back Office to oversee and enhance the performance of our back-office team. This role will be responsible for key KPIs, including contact volume, escalations, transfers, and productivity, ensuring operational efficiency and continuous improvement. The ideal candidate will proactively seek ways to optimize processes, improve agility in responding to customer needs, and act as the point of contact (POC) for specific back-office functions, handling escalations and driving operational excellence.

• Analyze back-office data and results to identify and draft plans for improving over key customer pain points;
• Collaborate with partner teams to enhance team autonomy and drive first-contact resolution (FCR), improving and driving automation for internal flows;
• Provide insights and feedback to help internal and outsourced teams improve their operational efficiency.

• Ensure operations are running smoothly, through elaborating, tracking and joining action plans in partnership with our BPOs and our internal teams through data manipulation and project management.
• Drive roadmap of back-office process improvements through increasing autonomy and reducing handle time, transforming complex processes into seamless resolutions.
• Own and handle escalations of critical cases and tools functionalities to support the best operations of the Backoffice's team.

What you will bring

• Strong communication and interpersonal skills.
• Experience with CRM tools (e.g., JIRA, Salesforce, Zendesk).
• Proven experience doing customer support on complex products or environments.
• Ability to analyze data and generate customer insights.
• Problem-solving skills with a proactive, customer-first mindset.
• Project management skills.