Customer Service Operations Specialist
PCNA
full-time
Posted on:
Location Type: Remote
Location: Remote • Pennsylvania • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Develop, maintain, and refine Customer Success SOPs, workflows, and process documentation.
- Ensure all content is tailored to frontline needs, easy to understand, and aligned with team workflows.
- Identify friction points or knowledge gaps affecting day-to-day operations and propose solutions in partnership with supervisors and cross-functional stakeholders.
- Collaborate with the HR Organizational Development (OD) team to align with content governance standards, instructional design frameworks, and enterprise learning strategy.
- Monitor team-level KPIs such as handle time, QA scores, accuracy rates, and training effectiveness.
- Conduct skills gap analysis and develop targeted coaching or micro-learning interventions.
- Analyze operational workflows to identify inefficiencies, bottlenecks, and opportunities for optimization.
- Recommend process enhancements and productivity tools that improve frontline efficiency and customer outcomes.
- Partner with IT and internal systems teams to resolve system issues impacting customer-facing teams.
- Own and deliver Customer Success–specific onboarding programs, including individualized learning plans and training roadmaps.
- Conduct 1:1 and small-group role-specific training for new hires, skill refreshers, and ongoing upskilling initiatives.
- Provide real-time coaching through QA reviews, call listening, and feedback huddles.
- Serve as the communication bridge between Customer Success, Sales, IT, and HR.
- Provide actionable insights derived from frontline interactions, performance trends, and customer feedback.
Requirements
- 5+ years in enablement, training, customer success, sales support, operations, or related roles.
- Experience in Agile, Scrum, or similar iterative frameworks.
- Background in instructional design or adult learning principles.
- Familiarity with LMS platforms and content governance processes.
- Experience working with Customer Success tools, CRM or support platforms, and operational workflow systems.
Benefits
- Full healthcare and benefits!
- Flexible scheduling
- 401k Matching
- Generous Paid Time Off and Holidays
- PCNA Cares Share Fund – donating to teammates in times of need
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successtrainingprocess documentationskills gap analysiscoachingoperational workflowsKPI monitoringinstructional designAgileScrum
Soft skills
collaborationcommunicationproblem-solvinganalytical thinkingadaptabilityleadershipcoachingfeedback deliveryinterpersonal skillsorganizational skills