Leave Support Operations Specialist
Empathy
Job Level
Mid-LevelSenior
About the role
- Respond to customer queries and provide technical support promptly and accurately via email or chat.
- Serve as an escalation point for complex customer issues requiring deep technical understanding; investigate and diagnose challenging problems and ensure timely, effective resolutions.
- Assist in the creation and maintenance of internal and external documentation.
- Maintain and update internal databases with detailed information about technical issues, workarounds, and customer insights to share knowledge across teams.
- Systematically gather, analyse, and synthesise customer feedback from various channels to identify trends, pain points, and feature requests; champion user needs and collaborate with product and development teams to inform the roadmap.
- Identify opportunities to improve support processes to increase customer satisfaction and efficiency.
- Work closely with engineering, product management, and marketing teams to ensure alignment on product features, updates, and customer communication strategies.
- Continuously learn about products, underlying technologies, and the broader AI landscape to maintain expertise and deliver high-quality support.
Requirements
- Bachelor’s degree in a technical or business field (e.g., Computer Science, Business Administration) or equivalent practical experience demonstrating strong technical aptitude and problem-solving capabilities.
- Experience with customer support platforms (e.g., Zendesk), and bug tracking or project management tools (e.g., Jira)
- Demonstrable passion for technology combined with a strong commitment to exceptional customer service.
- Outstanding written and verbal communication skills in English. Ability to explain complex technical concepts clearly and concisely to both technical and non-technical audiences.
- Proven ability to quickly learn and master complex software platforms. Strong analytical and problem-solving skills are essential.
- A dynamic, forward-thinking mindset with the ability to adapt to the evolving AI landscape and embrace new technologies and methodologies.
- Ability to work effectively both independently and as part of a collaborative, cross-functional team in an on-site environment.
