Operations Specialist, Customer Care Team

maurices•Duluth, MN

10d•Hybrid

About The Position

The Operations Specialist, Customer Care Team supports day-to-day CARE operations by helping manage routine processes, document issues, maintain knowledge content, and follow up on escalations. This role partners with internal teams to support process updates, system changes, customer issue resolution, and consistent team execution.

Requirements

Associate or bachelor’s degree in business, operations, customer service, or related field preferred; equivalent experience considered.
1-3 years of customer service, operational support, reporting, or related experience preferred.
Ability to organize information, follow established processes, identify basic patterns, and escalate questions appropriately.
Strong written communication skills with the ability to maintain clear process documentation and support materials.
Experience with spreadsheets, reporting tools, customer service platforms, or system testing preferred.
Interest in AI, automation, and continuous improvement within a customer service or operations environment.
Strong communication skills and ability to work effectively with cross-functional partners.

Responsibilities

Provide routine operational support for CARE, including triage support for escalations, exceptions, and non-standard issues.
Support assigned CARE processes, tools, policies, procedures, and workflows by following established guidance and communicating updates as needed.
Gather details, communicate updates, and complete follow-up actions to support customer care operations.
Document and track escalated customer issues, complaints, and one-off cases through resolution or appropriate handoff.
Maintain knowledge base content, standard work, and process documentation.
Support AI and agent-assist initiatives by reviewing content, identifying gaps, and assisting with testing as assigned.
Prepare routine reports and basic summaries to support visibility into CARE activity and trends.
Assist with launch support for new programs, process updates, and system transitions, including basic testing, readiness tasks, and post-launch support.
Work with internal teams and vendors, as needed, to share operational information and support issue resolution.
Assist with social customer care activities and related operational support, as assigned.
Provide backup support to help maintain service continuity within a small team environment.

Benefits

Choice of three medical plans, including a PPO plan or High-Deductible plans.
Health Savings Account with employer contribution (with High-Deductible plans).
Dental coverage
Vision coverage
Flexible Spending Accounts (Healthcare and Dependent Care)
Accident coverage
Critical Illness coverage
Hospital Indemnity coverage
Voluntary Life Insurance
Spouse Life Insurance
Child Life Insurance
Basic Life Insurance (company provided)
Short-Term Disability coverage (company provided)
Wellbeing platform with Personify Health
Employee Assistance Program
401(k) with immediately vested Safe Harbor matching contribution (after 6 months of employment)
Tuition Assistance program (after 1 year of employment)
PTO benefits, including vacation (with accrual or flexible options based on role)
Annual sick time awards
Holiday pay
Two weeks of New Parent Leave for birth, adoption, or foster placement.
Continuous opportunities for learning
Connection building through Associate Resource Groups
Free access to a state-of-the-art onsite Fitness Facility (for Duluth based associates)