Job Description
We are seeking a highly motivated Operations Support Specialist. As an Operations Support Specialist at Order.co, your primary responsibility is to deliver high-quality, proactive customer support by efficiently triaging issues and resolving problems promptly. We value individuals who take ownership of customer concerns and are committed to seeing them through until a satisfactory resolution is achieved. In this role, you will need to work quickly and multitask effectively. We seek dedicated individuals who are genuinely passionate about assisting customers.
What you’ll do
Your key responsibilities as an Operations Support Specialist at Order.co include:
Providing prompt and professional client support: You will handle a high volume of inbound issues from Order.co clients and vendors. You will be responsible for resolving these issues proactively to prevent future client inquiries, complaints, or requests for assistance. Your goal is to provide timely and effective solutions to ensure customer satisfaction.
Troubleshooting and problem-solving: You will utilize your problem-solving skills to identify and resolve client and vendor issues. This may involve investigating technical problems, offering guidance on product usage, or escalating complex issues to the appropriate team.
Communicating effectively: You will need strong communication skills to interact with clients and vendors in a clear, concise, and empathetic manner. You should be able to explain complex concepts or technical information in a way that is easy for clients and vendors to understand.
Managing client expectations: It is important to set realistic expectations for clients and vendors regarding issue resolution times and keep them informed throughout the support process. You should be proactive in providing updates and maintaining open lines of communication.
Documenting and tracking client interactions: Accurate record-keeping is essential to ensure continuity and enable effective follow-up. You will be responsible for documenting customer interactions, including the details of the issue and the steps taken to resolve it.
Collaborating with internal teams: As an Operations Support Specialist, you will work closely with other teams within Order.co, such as Customer Support, Account Management, Operations, and Product to relay customer feedback, report bugs, and contribute to ongoing improvements in customer experience.
Continuously improving Operations Support processes: We encourage a culture of learning and improvement. You will have opportunities to identify areas for enhancement in Operations Support processes and suggest ideas to optimize workflows and enhance client satisfaction
Qualifications
What you bring to the table
As an Operations Support Specialist at Order.co, the following skills will be valuable for you to excel in your role:
Problem-solving abilities: You will encounter various client and vendor issues, and the ability to analyze problems, identify root causes, and propose appropriate solutions is crucial.
Strong communication skills: You should possess excellent verbal and written communication skills to effectively interact with clients and vendors.
Client-centric mindset: Demonstrating a genuine desire to help clients and a commitment to providing exceptional service is essential. You should be able to remain calm and empathize with client and vendor situations, showing understanding and reassurance throughout the ordering process.
Multitasking and time management: As an Operations Support Specialist, you will often have to handle multiple client and vendor inquiries simultaneously. Strong multitasking skills and effective time management are essential.
Attention to detail: Paying close attention to detail is crucial for accurately documenting interactions, tracking issues, and following up on resolutions. It ensures that nothing falls through the cracks and helps maintain high-quality support.
Teamwork and collaboration: Being able to work well in a team, collaborate effectively, and provide valuable feedback and insights will contribute to the overall success of the Operations Support function.
Adaptability and willingness to learn: Operations Support needs can vary, and new challenges may arise. Being adaptable and open to learning new tools, technologies, and processes will help you stay effective and provide up-to-date support to our clients.
Resilience and stress management: Operations Support can sometimes be demanding and stressful. Being resilient and adopting effective stress management techniques are needed to maintain a high level of customer service, even during challenging situations.
Bonus points if you have:
1+ years of Customer Support or related experience, especially in a SaaS, e-commerce, or startup environment.
1+ years of experience in Operations or Logistics Support
Experience working with CRMs such as Zendesk.
Experience working in Google Sheets or Excel
Additional Information
What You’ll Receive
A competitive compensation package including stock options
Robust medical, dental, vision, and wellness benefits
Flexible time off and remote work policies
Employer-sponsored 401(k)
The anticipated base salary range for this role is $20-$23 per hour. Actual compensation and title will be commensurate with experience, qualifications, knowledge, and skills.
Order.co is an equal-opportunity employer. Applicant's qualifications are considered without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other basis prohibited by law.
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