Customer Operations Associate

Coast • Salt Lake City, UT

5d • Hybrid

About The Position

As one of our first Customer Operations Associates, you will be a trusted advisor to our customers, helping them succeed with our platform and ensuring their experience as a Coast customer is as smooth as possible. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You’ll partner closely with our account management, product, and engineering teams on resolving customer questions, managing product requests and issues, and bringing insights into how we can improve our product.

Requirements

• Ability to work flexible hours (starting at 6 AM MT some days)
• Must be able to come into our Draper office 3-4 days per week
• Excellent written and verbal communication skills
• Be able to think strategically, problem solve, and prioritize tasks and initiatives in a fast-paced environment
• Possess a service oriented mindset and be motivated by the opportunity to turn customers into promoters with every interaction
• Ability to provide support to customers over phone predominantly; and occasionally email, and text message
• High energy, go-getter with fresh ideas who takes the initiative to get things done

Responsibilities

• Manage customer service activity for Coast customers through strong relationship-building, product knowledge, real time responsiveness, and execution
• Help further operationalize our existing approaches to customer engagement and customer service leveraging our CS platform
• Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements and help troubleshoot customer issues
• Work closely with Product and Engineering on identification/tracking of enhancement requests
• Handle escalations and work across teams to resolve issues
• Serve as the “voice of the customer” and provide internal feedback on how we can better serve them to maximize customer value and retention

Benefits

• Medical, dental, and vision insurance
• Flexible paid time off (vacation, personal well-being, paid holidays)
• Paid parental leave
• Tools to help manage your financial wellness, including webinars, access to an equity tax advisory service, and company-sponsored 401K
• $400 accessories allowance for home office setup to be spent on a keyboard, mouse, headphones, etc.
• Free lunch every Friday

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed