User Operations Specialist

The Predictive Index•Westwood, MA

6h•$53,300 - $53,300•Remote

About The Position

The Predictive Index—the talent optimization leader—is an award-winning best place to work (Inc., Glassdoor, Boston Business Journal, The Boston Globe). Our mission is “Better work, Better world,” and we take great pride in PI’s power to supercharge workplace relationships and culture to achieve the unthinkable. We’re our own best case study! You’ll be working toward a mission that inspires you, and you’ll be surrounded by fun, smart, driven people day in and day out. There’s a reason more than 10,000 companies—including The LA Clippers, Hugo Boss, Nissan, Pendo, AstraZeneca, and Bosch—trust PI to help them hire top talent, design winning teams, and develop leaders at every level. Come discover how we empower our clients to solve their biggest challenges and make their business dreams come true. The Predictive Index is a place where people with diverse backgrounds, experiences, and perspectives collaborate on amazing, important work. We celebrate our differences, knowing that they are fundamental to our success as an organization. “Better Work, Better World,” starts here, in an organization where every member of the PI community is valued, respected, and welcome. We encourage people from underrepresented backgrounds to apply. We're looking for a sharp, curious, and operationally-minded User Operations Specialist who thrives in a fast-paced SaaS environment and knows that getting work to the right place, quickly and with complete context, is just as valuable as solving it on the spot. This role sits at the intersection of client experience and internal operations, partnering closely with Product, Engineering, Customer Success, and Partner teams. You'll have real visibility into how customer feedback shapes the PI platform and a genuine opportunity to influence it. Because at PI, "Better Work, Better World" starts with the people who show up every day to remove obstacles, answer hard questions, and make it easier for clients and partners to do their best work. The ideal candidate enjoys untangling technical and workflow challenges, communicates clearly and empathetically with a variety of stakeholders, and is motivated by removing obstacles for the people they support and improving the overall support experience over time. You bring sound judgment to every incoming request, know when to dig in and when to escalate, and take pride in leaving every interaction — and every case — better than you found it. You prioritize effectively, engage the right teams when it matters most, and deliver high-quality assistance that helps clients move work forward. You don't need to have worked in software support to thrive in this role. If you're the person who notices when a restaurant's ordering system is confusing and thinks "I could fix that," or who tinkers with tools just to see how they work, or who genuinely lights up when you help someone navigate something frustrating, you're exactly who we're looking for.

Requirements

Strong customer service orientation, you communicate clearly and empathetically with clients, partners, and internal stakeholders, and take pride in making complex things easier to navigate
Sharp troubleshooting instincts and sound judgment. You're comfortable working through technical and workflow challenges across multiple systems, and you know when to dig in independently versus when to bring in the right team
You take pride in leaving every case better than you found it, because you know that clear notes and complete context are what separate a good handoff from a great one, and what keeps your team moving fast and your clients feeling taken care of
A curious, progress-over-perfection mindset. You adapt quickly when workflows evolve, spot opportunities to make things better, and never stop asking why something works the way it does
A collaborative mindset and willingness to contribute to shared coverage across support channels. Support is a team sport, and you show up like it
You've worked across tools like Salesforce, Intercom, or Slack, or you're the kind of person who picks up new systems fast and isn't intimidated by AI-assisted tools like Fin. Either works

Responsibilities

Triage incoming client and partner inquiries across chat, email, and ticketing systems, quickly identify the root cause, resolve what can be handled independently, and route everything else to the right team with complete context
Gather the right technical and operational details before escalating, so that Business and Technical Escalations, Engineering, and cross-functional partners can act without unnecessary back-and-forth
Manage cases from intake through resolution or escalation, ensuring strong documentation and actionable context for cross-functional partners
Help clients and partners navigate workflows and adopt best practices that reduce repeat friction and improve their experience with the PI platform
Identify patterns in incoming requests and share insights that strengthen documentation, workflows, and product usability over time
Show up for the team during high-volume periods, hold shared ownership of queue health, communicate proactively about capacity, and help keep coverage running smoothly across channels