[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