Customer Support/Ops Specialist III
About The Position
The Client Success Specialist serves as a trusted resource for customers, providing exceptional support for billing inquiries, service requests, product information, suggestions, and complaint resolution. This role combines strong customer relationship skills with analytical problem-solving to deliver effective solutions while identifying opportunities to enhance customer value. As a recognized expert within the Client Success function, you will independently manage complex customer situations, recommend best practices, support continuous process improvement, and mentor less experienced team members. You will collaborate across departments to ensure customers receive a seamless and positive experience while contributing to operational excellence.
Requirements
- Have a bachelor's degree or equivalent work experience.
- Have experience in Client Success, customer service, or a related customer-facing role.
- Demonstrate excellent verbal and written communication skills with a strong customer-focused mindset.
- Have the ability to resolve complex customer issues using sound analytical and problem-solving skills.
- Be able to work independently while effectively managing multiple priorities.
- Have experience interpreting customer needs and recommending appropriate solutions.
- Be comfortable collaborating across multiple teams and functions in a dynamic environment.
- Demonstrate the ability to identify opportunities for process improvements and operational efficiencies.
- Have experience mentoring or coaching team members, or the ability to provide guidance as a subject matter expert.
- Be proficient with Microsoft Office and customer relationship management (CRM) systems.
Responsibilities
- Deliver exceptional customer service by responding to billing inquiries, service requests, suggestions, and customer concerns in a timely and professional manner.
- Resolve complex customer inquiries and complaints fairly, effectively, and with sound business judgment.
- Provide accurate product and service information while identifying opportunities to strengthen customer relationships and support revenue growth through additional products or services.
- Recommend and implement customer-focused solutions that improve the overall customer experience.
- Analyze customer issues from a broad perspective and develop innovative, effective resolutions.
- Interpret internal and external business issues and recommend best practices that improve operational performance.
- Collaborate with cross-functional teams to ensure customer needs are addressed efficiently and consistently.
- Work independently while exercising sound judgment, seeking guidance only on the most complex situations.
- Support continuous improvement initiatives by identifying process enhancements and sharing recommendations.
- Train, coach, and mentor junior team members, serving as a subject matter expert within the Client Success organization.
- Maintain high standards of productivity, quality, and professionalism while contributing to team success.
Benefits
- Comprehensive, multi-carrier program for medical, dental and vision benefits
- 401(k) with match
- Employee Share Purchase Plan
- Wellness platform with incentives
- Headspace app subscription
- Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
