Customer Operations Specialist

🕒 il y a 1 mois

🇺🇸 États-Unis – Télétravail

💵 $35 - $45 / heure

⏳ Contrat

🟡 Intermédiaire

🟠 Senior

⚙️ Opérations

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Owlet Baby Care

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2013

🏥 Santé

💼 Conseil

🍽️ Alimentation et boissons

Healthcare • Consulting • Food & Beverage

Owlet Baby Care est une entreprise pionnière spécialisée dans les solutions innovantes de surveillance de la santé pour les nourrissons. Leurs produits, comprenant la chaussette Dream Sock approuvée par la FDA et le Dream Duo, combinent une technologie avancée pour fournir des lectures de santé en temps réel telles que le rythme cardiaque et le niveau d'oxygène, permettant aux parents de surveiller le bien-être de leurs bébés dans le confort de leur domicile. L'entreprise vise à réduire l'anxiété parentale en offrant des outils qui améliorent la qualité du sommeil et la tranquillité d'esprit des familles.

Description

• Our Customer Service team acts as the voice of the parent — the critical link between our users and our Product, Engineering, and Platform teams. • We are seeking a strategic, AI-first specialist who is analytically minded and thrives on turning data into action. • In this role, you will leverage AI tools and customer data to identify trends, manage follow-up activities, support action plans, and maintain SOPs across a broad range of customer and operational needs. • By helping ensure issues are resolved efficiently and contributing to communication and collaboration across teams, you will play a key role in making sure nothing falls through the cracks. • AI-Driven Root Cause Analysis: Leverage Zendesk analytics and other AI-driven platforms to track and report on key metrics, including ticket volume, contact drivers, and bot performance trends. • Perform in-depth ticket research to pinpoint systemic technical issues, providing Engineering with documented evidence to prioritize bug fixes and feature updates. • Strategic Internal Partnering: Partner with Product, Engineering, and Platform leads to advocate for customer needs based on support trends and friction points. • Translate raw customer feedback into data-backed recommendations that directly inform technical roadmaps and product decisions. • Review Monitoring and Analysis: Monitor customer reviews consistently across major platforms and channels, flagging trends and surfacing key themes to internal stakeholders. • Assist in the research, tagging, and analysis of review data to identify recurring product, UX, or support issues that warrant action. • International Support: Coordinate responses to distributor and internal Owlet stakeholders, ensuring timely and consistent communication across international partners. • Work cross-functionally to support ongoing efforts to enhance the experience for Owlet parents across international markets. • Process and Knowledge Improvement: Maintain a strong working knowledge of the Owlet ecosystem to serve as a technical resource for the broader team. • Collaborate with Customer Service Managers to audit, refine, and maintain internal troubleshooting guides and public-facing help articles for accuracy and clarity.

🎯 Exigences

• 3+ years in a customer support role, preferably in a technical, hardware, or cloud-based environment. • Strong analytical skills with the ability to use data to diagnose root causes, propose solutions, and drive process improvements. • Proven ability to manage multiple projects and priorities from initiation to delivery. • Exceptional written and verbal communication skills, with experience distilling complex issues for diverse audiences and cross-functional teams. • Thrives in a fast-paced, dynamic environment and adapts easily to shifting priorities as business needs evolve. • Genuine passion for technology and a connection to Owlet's mission of empowering parents and ensuring infant safety. • Preferred Qualifications: • Proficiency with CRM software, particularly Zendesk • Experience using AI tools professionally, with a desire to deepen that skillset • Familiarity with Owlet products, the early childhood tech landscape, or global customer service frameworks

🏖️ Avantages

• Compensation: $35-$45 hourly wage • Fully remote opportunity • Flex time scheduling