Customer Success Operations Specialist

3 weeks, 1 day ago
Full-time
Junior
Customer and Technical Support
Traackr

Traackr

Traackr is the leading data-driven influencer marketing software that empowers marketers to find influencers, manage campaigns, and access insightful reporting. Our platform supports influencer marketing strategies, streamlines campaigns, and scales gl...

Internet Software & Services
51-250
Founded 2009
$13M raised

Description

  • Handle L1 support requests involving product and account questions.
  • Investigate and resolve L2 issues by reproducing problems, identifying root causes, and escalating effectively.
  • Troubleshoot data exports, ingestion failures, and integration issues with internal teams.
  • Manage customer data integration projects from request through configuration, testing, and handover.
  • Help customers interpret platform data for reporting, campaign, and measurement needs.
  • Conduct customer onboarding and training sessions covering account setup and platform use.
  • Track recurring issues and feedback, sharing patterns with Product and Customer Success teams.
  • Maintain support documentation, macros, and internal knowledge resources.
  • Partner with Customer Success Managers on adoption reporting, account analysis, and special projects.
  • Improve support workflows, service levels, and reporting, including evaluating AI tools for automation.

Requirements

  • 2–4 years of related experience and a bachelor’s degree, or equivalent practical experience.
  • Experience in SaaS customer support, customer operations, technical support, or client services.
  • Exposure to tiered L1 and L2 support environments.
  • Comfort working with spreadsheets, pivot tables, and data validation.
  • Experience with data integrations, ETL or ingestion processes, or API-based data exports; willingness to learn quickly is acceptable.
  • Working knowledge of SQL or data warehouses such as BigQuery is preferred.
  • Familiarity with Intercom or Zendesk and reporting tools such as Tableau, Power BI, or DOMO is preferred.
  • Excellent written and verbal communication skills, including explaining technical concepts to nontechnical audiences across geographies.
  • Strong troubleshooting, attention to detail, root-cause analysis, organization, and prioritization skills.

Benefits

  • Competitive salary based on geographic market zone.
  • 100% remote work with hybrid flexibility and a home-office setup stipend.
  • Coworking office subscription for collaborative spaces.
  • Health, dental, and life insurance coverage.
  • Open vacation policy and flexible holiday schedule.
  • Paid parental leave.
  • Career development through internal and external training opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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