Customer Support Operations Consultant

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $3k - $4k / month

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Simbe Robotics

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛒 Retail

🤖 Artificial Intelligence

☁️ SaaS

💰 Convertible Note on 2022-07

Retail • Artificial Intelligence • SaaS

Simbe Robotics is a retail technology company that provides multimodal shelf intelligence solutions to improve in-store operations for retailers. Their platform, featuring the autonomous robot Tally, uses computer vision and AI to track product location, stock levels, and pricing, providing real-time data and insights. Simbe aims to digitize stores for complete visibility, enhancing efficiency by reducing out-of-stocks and improving pricing accuracy. Their solutions are designed to help retailers manage inventory effectively, increase sales, and enhance the shopping experience, all while operating at a global scale. Recognized as a technology leader, Simbe Robotics empowers store teams with actionable data and significant ROI.

📋 Description

• Triage and manage customer support tickets in Jira or other internal systems. • Execute assigned support workflows according to Simbe SOPs and internal processes. • Review ticket context, customer requests, internal notes, and relevant system information to determine next steps. • Help resolve common support requests such as: • - traversal schedule changes, • - customer-requested updates, • - map or remap-related requests, • - follow-up on missed or degraded traversals, • - support cases requiring coordination across internal teams. • Document actions taken clearly so each ticket has accurate, useful context. • Keep tickets organized, current, and moving toward resolution. • Escalate issues to the right internal team when they cannot be resolved through the documented support workflow. • Identify repeated themes, unclear SOPs, or opportunities to improve internal support processes. • Partner with the Customer Support lead to maintain a responsive, reliable customer support operation. • Communicate blockers clearly and proactively.

🎯 Requirements

• 2+ years of experience in customer support operations, technical support, support coordination, operations, or a similar ticket-based role. • Strong experience working in Jira, Zendesk, Salesforce Service Cloud, Freshdesk, Linear, or another ticketing/workflow system. • Excellent written communication and documentation skills. • High attention to detail and ability to keep many small operational tasks organized. • Comfortable following SOPs and working through checklists. • Able to identify when an issue is routine versus when it needs escalation. • Comfortable working with technical or semi-technical products, even if not deeply technical. • Able to ramp quickly in a fast-moving environment. • Strong ownership mindset: keeps tickets moving, follows up, and does not let issues sit without a clear next step.