Global Customer Service Operations Specialist

About This Role: As our Customer Service Operations Support Specialist for global users, you’ll turn scattered feedback into clear insights, drive complaint resolution end-to-end, uplift the support team’s capabilities, and sharpen our AI-powered service. Your work will directly shape product improvements and operational efficiency across multiple channels. What You’ll Own: · Gather and synthesize user feedback from calls, social media, and support channels; pinpoint real pain points and unmet needs to advocate for the user’s voice across teams. · Use Excel (pivot tables, advanced formulas) or BI tools to analyze user data, deliver regular insight reports, and ground product and operational decisions in hard evidence. · Independently manage complaint resolution across all channels—from first contact to closure—so every user receives a timely, satisfactory response. · Train and upskill the customer service team: keep them current on product launches and updates, conduct quality audits, and close performance gaps to raise overall service standards. · Co-own the AI chatbot’s knowledge base and conversation flows; refine scripts, update content, and monitor answer accuracy to increase self-service resolution and reduce manual workload.

• College degree or above. · Sharp instinct for user needs—able to swiftly extract core issues from messy, fragmented feedback. · Hands-on proficiency with Excel (pivot tables, formulas) or BI platforms; fully capable of independent data extraction, analysis, and report writing. · Steady under pressure; a clear communicator who coordinates across departments to resolve issues; meticulous with a genuine focus on service quality and user empathy. Bonus Points: · 1+ years of experience in user research, demand analysis, or product operations. (AI: Nice-to-Haves section was suggested by AI based on the JD content — please review before publishing.)