We are looking for a dual-function Operations Specialist to manage the end-to-end experience for both our professional partners and global user base. This role acts as a bridge between two sides of a big digital marketplace, ensuring that service providers are successfully integrated and that individual users find success using our platform tools.

Rather than a traditional support role, this is a position for a problem-solver who can navigate multi-language environments, master proprietary software, and maintain the integrity of a global ecosystem.

Responsibilities

Customer Support & Experience

• Handle inbound and outbound calls, emails, and chat.
• Provide timely, empathetic, and solutions-oriented support across a wide range of queries.
• Support users across multiple regions by leveraging translation tools where needed, ensuring clear and accurate communication regardless of language.
• Manage the full user journey, ensuring end-to-end resolution and satisfaction.
• Build strong, trust-based relationships with users.

Issue Resolution & Case Management

• Troubleshoot and resolve technical, operational, and account-related issues.
• Manage complaints, cancellations, and negative reviews with professionalism and care.
• Document all interactions accurately in CRM systems (e.g., Zendesk, Jira).
• Escalate issues appropriately while maintaining ownership through to resolution.

Product & Platform Support

• Guide users in effectively using platform tools to achieve their goals.

User Journey Ownership

• Follow up across the full lifecycle of interactions to ensure completion and satisfaction.
• Act as a single point of contact where possible, reducing friction across touchpoints.
• Ensure a consistent experience across all user interactions.

Feedback & Continuous Improvement

• Collect and share feedback to improve:
• Internal tools
• Processes
• Overall user experience
• Contribute to process improvements and operational excellence initiatives.

Performance & Operations

• Support daily Customer Support operations across international markets.
• Consistently meet or exceed KPIs, including but not limited to:
• CSAT
• Resolution time
• Contact rate
• Response time
• Adapt to changing priorities and workflows in a fast-paced environment.

Requirements

• 1–2 years in a customer-facing, support, or service role.
• Experience supporting multiple customer types (B2B and/or B2C) is a plus.
• Fluent in both English and Spanish
• Professional proficiency in Italian, French, or Portuguese is highly preferred.
• Excellent verbal and written communication skills (phone, email, chat).
• Strong problem-solving and complaint-handling abilities.
• Customer-first mindset with a focus on solutions and outcomes.
• Ability to multitask, prioritise, and manage high workloads.
• Strong interpersonal and collaboration skills.
• Experience with CRM and support tools (e.g., Google Suite, Zendesk, Jira).
• Ability to effectively use translation tools and resources to support users across different languages and markets.
• Strong computer literacy and ability to quickly learn new systems.