Inbound Operations Specialist - Temporary Contract

Sonar•Geneva, IL

23h

About The Position

As an Inbound Operations Specialist, you will be part of a small, high-impact team responsible for managing all inbound inquiries across Sonar’s primary contact channels, processing and routing emails from customers, partners, and prospects worldwide. You will operate at the intersection of Sales, Finance, Legal, and Customer Success, ensuring that every inquiry is correctly triaged, actioned, or distributed to the right team without delay. From license key updates to commercial inquiries to billing support, the Distribution team keeps the business moving. This is a fixed term contract of six months.

Requirements

2+ years of experience in a customer facing role, ideally customer operations or customer service/support
Excellent communication skills and fluent in English, written and spoken.
Strong organizational skills with the ability to manage high volumes of concurrent tasks
Comfort working in shared inbox environments (Gmail or similar)
Ability to assess and route inquiries with high accuracy under time pressure
Strong ability to work effectively as part of a team in a fast-paced environment.
High comfort level working cross functionally with all departments

Nice To Haves

Ideally knowledge of Salesforce.com or a similar CRM

Responsibilities

Monitor and manage high-volume shared inboxes, triaging and prioritizing inbound inquiries accurately and efficiently
Process license key update requests and migrations for SonarQube Server customers
Handle billing and payment inquiries for Online SonarQube Cloud customers, including payment failures, refunds, cancellations.
Support internal teams with license key requests
Collaborate with Sales and Renewals teams to capture, verify, and track purchase orders through to correct processing
Collect and share customer vendor/procurement forms, ensuring Deal Desk and Finance have complete, accurate information to progress deals
Partner with Sales Operations to ensure inbound leads are correctly captured, enriched, and routed into the CRM
Identify and prioritize commercial inquiries from customers and partners, routing them to the appropriate sales team members
Work cross-functionally with internal teams on communications for special projects, including marketing initiatives, product announcements, and system changes
Proactively flag recurring issues, edge cases, and process gaps to relevant teams to improve tools, routing rules, and overall customer experience
Use the CRM and internal resources to match customer records, review case history, and take appropriate action