Customer Operations • Mid-Level

Who you are

You have a strong background in customer service management, with a focus on enhancing customer satisfaction and operational efficiency. Your experience includes collaborating with stakeholders to gather and document functional and technical requirements, ensuring that customer needs are met effectively. You are adept at designing and managing self-service resources that empower clients and agents, fostering autonomy and product adoption. You have a keen understanding of AI technologies and their application in customer service workflows, which allows you to drive automation initiatives that improve service quality and reduce costs.

You possess excellent communication skills, enabling you to work effectively with both internal teams and external partners. Your analytical mindset helps you assess data and feedback to continuously improve customer interactions and service delivery. You are proactive in identifying opportunities for process optimization and are comfortable managing multiple projects simultaneously. You thrive in a collaborative environment and are passionate about leveraging technology to enhance the customer experience.

What you'll do

In this role, you will be responsible for designing, deploying, and managing tools that facilitate interactions between customers and agents, including CRM systems, cloud telephony solutions, and chat/email platforms. You will lead daily automation initiatives, focusing on workflows for both agents and customers, and oversee the governance of AI-powered virtual assistants. Your responsibilities will also include managing data and the overall administration of systems used by agents, ensuring they have the resources needed to provide exceptional service.

You will collaborate closely with internal and external stakeholders to gather requirements and ensure that the tools and resources you develop align with customer needs. Your role will involve analyzing customer feedback and service metrics to identify areas for improvement and implement changes that enhance the overall customer experience. You will also play a key role in training agents on new tools and processes, ensuring they are equipped to deliver high-quality service.

What we offer

Hopper offers a dynamic work environment where innovation is encouraged, and your contributions can make a significant impact on customer satisfaction. You will have the opportunity to work with cutting-edge AI technologies and collaborate with a talented team dedicated to improving customer service. We provide competitive compensation and benefits, along with opportunities for professional growth and development within the company. Join us and help shape the future of customer service at Hopper.