Customer Operations Associate

About the role

As a Customer Operations Associate at Bamboohr, you will play a role in enhancing the customer experience by providing exceptional support and ensuring operations. This position is ideal for individuals who are about customer service and eager to work in a dynamic environment within the fintech industry. You will be responsible for addressing customer inquiries, resolving issues, and collaborating with various teams to improve service delivery. Your contributions will directly impact customer satisfaction and retention, making this a vital role within our organization.

Key facts

What you'll do

• Serve as the primary point of contact for customers, addressing inquiries and providing timely solutions to their issues via multiple communication channels, including email, chat, and phone.
• Manage and resolve customer complaints efficiently, ensuring a high level of satisfaction and retention.
• Collaborate with cross-functional teams, including product, engineering, and marketing, to relay customer feedback and contribute to product improvements.
• Maintain accurate records of customer interactions and transactions in our CRM system to ensure data integrity and facilitate follow-up actions.
• Analyze customer feedback and operational data to identify trends and areas for improvement in service delivery.
• Assist in the development and implementation of customer service policies and procedures to enhance operational efficiency.
• Participate in training sessions to stay updated on product knowledge and customer service best practices.
• Create and maintain knowledge base articles and FAQs to empower customers and reduce repetitive inquiries.
• Monitor service metrics and KPIs to ensure that team performance meets established targets.
• Engage in proactive outreach to customers to gather feedback and enhance their experience with our services.
• Support the onboarding process for new customers, ensuring they have a smooth transition and understand how to our platform effectively.
• Contribute to team meetings and brainstorming sessions, sharing insights and suggestions for improving customer operations.

Requirements

• A minimum of 2 years of experience in customer service or operations, preferably in the fintech or technology sector.
• Strong communication skills, both written and verbal, with the ability to convey information clearly and effectively.
• Proficiency in using CRM software and other customer support tools to manage interactions and track performance.
• Excellent problem-solving skills, with a customer-centric mindset and the ability to think critically under pressure.
• Ability to work collaboratively in a fast-paced environment, demonstrating flexibility and adaptability to changing priorities.
• A detail-oriented approach, with strong organizational skills to manage multiple tasks simultaneously.

Nice to have

• Experience in the cryptocurrency or blockchain industry, providing a deeper understanding of our products and services.
• Familiarity with data analysis tools and techniques to derive insights from customer feedback and operational metrics.
• Multilingual capabilities, particularly in Spanish and English, to better serve our diverse customer base.
• Previous experience in a startup environment, showcasing the ability to thrive in a rapidly evolving landscape.

Skills & tools

• Proficient in CRM systems such as Zendesk, Salesforce, or similar platforms.
• Familiarity with project management tools like Trello, Asana, or Jira to track tasks and collaborate with team members.
• Basic understanding of data analysis tools such as Excel or Google Analytics to interpret customer feedback and performance metrics.
• Strong knowledge of customer service best practices and techniques to enhance customer satisfaction.

Practical notes

• The position is based in Valencia, a city known for its rich culture and innovation in technology.
• Bamboohr offers a competitive salary package, along with benefits that promote work-life balance and professional development.
• Candidates should be prepared for a fast-paced work environment where adaptability and proactive problem-solving are essential.
• Opportunities for career advancement within the company are available, as we value and promote from within.
• Interested applicants can apply through our careers page at [Bamboohr Careers](https://mercuryo.bamboohr.com/careers/359).

Join us at Bamboohr and be part of a team that is redefining the future of finance through exceptional customer service and innovative solutions. Your role as a Customer Operations Associate will be critical in ensuring our customers have the best experience possible with our platform.