Customer Services Specialist

About the Role

In this role, you will be responsible for analyzing customer support and operations data and providing insights and executiνγ improvements that increase the value of our customer relationships, whether in small-scale cases or large volumes involving hundreds of thousands of users. You will serve as the main point of contact for ensuring a smooth experience, tracking operational performance in real time, and identifying key process improvements to boost the overall customer journey.

• Analyze customer usage data and identify opportunities for improvement.
• Track operational performance in both intraday and broader timelines to surface trends and inefficiencies..
• Provide proactive recommendations to help customers maximize the value of our products/services.
• Collaborate with internal teams, both national and international (Sales, Product, and Support) to resolve customer issues and enhance user experience.
• Monitor customer health metrics and develop action plans for at-risk customers.
• Ensure smooth operations by developing, tracking, and executing action plans in collaboration with our BPO partners and internal stakeholders..
• Drive a roadmap of customer experience improvements in collaboration with Product, Training, Quality, and other enablement functions.
• Act as a subject matter expert in a specific product area (e.g., accounts, transactions) to advocate for customer success and company growth.

What you will bring: 

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Fluency in English.
• 3-5 years of experience in a related role, with at least half of it in fast growing tech companies.
• Strong communication and interpersonal skills.
• Experience with CRM tools (e.g., Salesforce, HubSpot, Zendesk).
• Ability to analyze data and generate customer insights.
• Problem-solving skills with a proactive, customer-first mindset.
• Understanding of customer journey mapping.
• Project management skills.