Operations Support Specialist at Nth Degree working with the Operations Team to manage customer success and support functions. Engaging directly with clients and resolving concerns while maintaining effective communication.
About the role
- Support Specialist assisting customers with inquiries on a restaurant platform via tickets, chat, and phone. Ideal for detail-oriented individuals thriving in fast-paced environments.
Responsibilities
- Provide customer support via tickets, live chat, and outbound phone calls
- Ask targeted questions to quickly understand and resolve customer issues
- Guide customers through workflows and best practices of the company.
- Troubleshoot common platform issues using support tools and knowledge base resources
- Escalate complex or technical cases to the appropriate internal teams with clear documentation
- Manage and prioritize a personal queue of support tickets while meeting SLA and quality targets
- Participate in scheduled live chat support rotations
- Identify recurring customer issues and suggest improvements to documentation or processes
- Maintain reliable and punctual attendance across assigned shifts, including remote or hybrid work
- Communicate proactively with management about availability, schedule changes, or delays
- Support customers across multiple time zones
Requirements
- 1+ year experience in customer support, help desk, or call-center environments (SaaS preferred)
- Strong English communication skills (written and verbal) (B2-C1)
- High attention to detail and strong time management skills
- Ability to troubleshoot customer issues and provide clear guidance
- Comfort using ticketing systems, chat tools, and phone support workflows
- Excel skills (sorting, filtering, basic formulas)
- Strong problem-solving and customer-focused mindset
- Willingness and ability to learn new software and support processes quickly
- Reliable attendance and punctuality across assigned shifts
- Nice to have: Restaurant industry experience, Bachelor’s degree in business, finance, accounting, or related field, Experience supporting SaaS products, Experience working in high-volume technical support environments, Familiarity with knowledge bases and documentation improvement processes, Experience supporting multi-channel customer support operations (tickets, chat, phone)
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Meal Allowance
- Monthly Internet & Electricity Stipend
- Mental Health Support Resources
- Growth Opportunities
- Innovative Culture
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