Recruiting.com

Customer Operations Specialist

Recruiting.com

full-time

Posted on:

Location Type: Remote

Location: Connecticut • United States

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About the role

  • Serve as a primary point of contact for customer-related inquiries, handling access requests, order issues, feedback, and process clarifications
  • Monitor customer satisfaction (CSAT), NPS, and other CX metrics, and identify pain points and opportunities for improvement
  • Collaborate with Product, UX, and Marketing teams to continuously optimize the customer experience across the ordering platform(s)
  • Champion the voice of the customer by synthesizing insights from support interactions, surveys, and reviews
  • Assist with troubleshooting order issues, delivery delays, and returns/refunds and ensure sellers are meeting performance and service standards
  • Present actionable insights to Account Management and Seller Operations
  • Handle the day-to-day execution of online content/merchandising that supports strategic initiatives, sales and marketing campaigns, and digital product development
  • Build training, documentation, and response playbooks that can be used to support Global Customer Service team members
  • Use tools like Google Analytics, Fullstory, or similar to track user behavior, site flows, and friction points
  • Track and measure on customer success KPIs -- adoption, utilization, customer value, retention, growth, efficiency
  • Support A/B testing and customer journey mapping initiatives
  • Assists with testing and quality assurance checks of web and app projects including new design implementation, functionality, and content

Requirements

  • Bachelor’s degree in Business, eCommerce, Marketing, or a related field, or equivalent work experience
  • 3-5 years of experience in customer service, operations, or digital analytics within an eCommerce or marketplace environment
  • Proficiency with customer service platforms, CRM systems, and Content Management System platforms
  • Strong skills in web and behavioral analytics using tools such as Google Analytics
  • Experience working with cross-functional teams in a fast-paced environment
  • Experience working in a multi-vendor or third-party marketplace (e.g., Amazon Marketplace, Etsy, Walmart.com) preferred
Benefits
  • medical, dental, and vision care
  • backup dependent care
  • adoption assistance
  • infertility coverage
  • family building support
  • behavioral health solutions
  • paid parental leave
  • paid caregiver leave
  • training programs
  • professional development resources
  • mentorship programs
  • employee resource groups
  • volunteer activities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicedigital analyticsweb analyticsA/B testingcustomer journey mappingtroubleshootingquality assurancecontent merchandisingperformance standardsKPI tracking
Soft Skills
collaborationcommunicationproblem-solvingcustomer advocacyinsight synthesistraining developmentdocumentation skillsadaptabilityattention to detailorganizational skills