Customer Operations Specialist Job at 360 Resourcing Solutions (London)

Job Description

We are looking for a dedicated and detail-oriented Customer Operations Specialist to join our Customer Operations team. Reporting directly to the Customer Operations Manager, you will play a key role in ensuring the smooth and efficient delivery of services to our customers. In this role, you will serve as a central point of contact for customer enquiries and operational processes, working cross-functionally to resolve issues, improve workflows, and uphold the highest standards of service delivery.

Job Responsibility

Act as the first point of contact for all internal queries related to customer operations tools submitted via Freshdesk relating to customer operations processes
Triage, categorise, and prioritise incoming tickets, ensuring accurate categorising of queries
Respond to and resolve tickets within agreed SLA timeframes, maintaining a high standard of communication
Troubleshoot and resolve queries independently using available documentation, internal knowledge, and system understanding
Escalate complex, technical, or high-impact issues to the Customer Operations Manager, providing clear context, investigation notes, and recommended next steps
Support onboarding of new internal users, including assisting with group training sessions and running 1:1 training sessions
Create and update Knowledge Hub articles, FAQs, and troubleshooting guides based on common queries and recurring issues
Assist in developing training materials such as step-by-step guides, process documentation, and quick-reference resources
Identify inefficiencies in workflows or recurring support issues and suggest improvements to processes, documentation, or system usage
Support data accuracy and consistency with all systems by following best practices and highlighting discrepancies
Collaborate with the Customer Operations Manager to improve support processes, training approaches, and overall user experience

Requirements

2+ years of experience administering a Customer Success platform, e.g. Planhat, Vitally, Churn Zero, Gainsight. Or Salesforce or Hubspot.
Ability to translate business requirements into technical configurations.
Experience with data management, integration, and maintaining data integrity.

Nice to have

Experience administering Planhat.
Background in customer success, support, or operations roles
Experience using Freshdesk or another helpdesk/ticketing tool
Exposure to writing articles, FAQs or internal process documentation

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Customer Operations Specialist

Job Description

Job Responsibility

Requirements

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