Support Operations Specialist (Remote)
Application Deadline: 31 July 2024
Department: Solutions Consulting
Employment Type: Full Time
Location: Remote, USA
Description
YOUR OPPORTUNITY
As a Support Operations Specialist, you will oversee the execution and maintenance of our managed services and local listing programs. Your day-to-day responsibilities involve responding to customer inquiries and requests as it relates to listing management, ensuring execution of all managed services according to their established SLA's, coordinating the work of our offshore resources, and other support operations tasks. An ideal candidate has at least 2 years experience working in customer service, customer support, or account management, preferably in a SaaS environment.
WHO WE ARE
At InMoment, we #OwnTheMomentsThatMatter. We believe every moment offers a new opportunity to make an impact. In every interaction, whether it is personal or professional, we are intentional and we take deliberate action to make the lives of our families, teammates, clients, and community better. As you join InMoment and its brands (ReviewTrackers, Lexalytics, and Wootric) you join an industry-leading company who is dedicated to improving experiences and helping businesses take actions through an integrated CX approach:
- Integrating the voice of the customer wherever they are in their journey (taking surveys, on social media or leaving reviews, calling the contact center).
- Integrating CX technology to prioritize action and inform business decisions-through self-serve or strategic advisors.
- Integrating an AI powered approach to eliminating data silos and leveraging intelligence.
Ultimately, we are the best at helping our clients achieve better business results and Experience Improvement (XI) with the best-in-class CX analytics & action solutions.
WHO YOU ARE
- 2+ years of customer service or customers support
- Excellent communication skills (written and verbal)
- Excellent organizational and project management skills
- Ability to work successfully in a team environment as well as independently
- Empathy for our customers and their needs
WHAT YOU'LL DO
- Oversee the execution of our managed services programs, create and maintain documentation, and help identify and institute continuous process improvements
- Provide fast and friendly support to our local listing customers, including troubleshooting issues, educating them on best practices for using ReviewTrackers software, and guidance about the listing management/SEO industry
- Create and maintain documentation of local listing capabilities and onboarding workflows, and work with product team to identify issues and potential improvements
- Assist with implementation of managed service and local listing upsells, executing setup, documentation, and coordination with our offshore resources as needed
- Manage and prioritize daily tasks and special project work with our offshore resources
- Oversee monthly reporting tasks and work with CSMs to implement new reporting requests as they arise
- Coordinate onboarding/offboarding of review sources as needed
WHAT YOU'LL GAIN
- Unlimited PTO - We encourage all employees to recharge! 8 Paid Holidays + 2 Floating Holidays, Your Birthday Off, Volunteer Day, Fully Paid Parental Leave up to 18 weeks
- Medical with FSA and/or HSA (which includes an employer match up to $1,500)
- Free starter membership to the GymPass app, with access to a network of gyms as well as full access to popular wellness apps such as Calm, Headspace, Meditopia, and Strava
- 401(k) Retirement matches dollar-for-dollar for the first 2%, and then 50 cents on the dollar for the next 4%. There is a 2-year vesting period for the employer contributions
- Access to financial counseling through WellCents
- New Hires are eligible for benefits on the first of the month following their hire date.
- No cost life insurance, short and long term disability
- Robust Employee Assistance Program with podcasts, training, webinars and counseling.
- Autonomy - We trust our employees and offer an extremely flexible work schedule
- Fun, innovative, collaborative and supportive working environment
- Inclusion and Diversity teams - Women of InMoment and InMovement
- Employee rewards and referral programs with generous payouts
What We Do
Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value--where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of comprehensive data, modern technology, and human expertise that helps executives--and the companies they lead--recognize the power and value of customer and employee experiences.
With our years of Experience Improvement (XI) Solutions and expertise, and our leading-edge Experience Intelligence (XI) Platform, we ensure businesses understand and own the moments that matter--to transform experiences today that deliver the highest business value tomorrow.
The InMoment Approach places business drivers at the forefront of experience program initiatives. We help our customers solve specific business challenges- Acquisition, Retention, and Growth. Our XI efforts ensure that our 2000+ brands across 95 countries realize maximum business impact. For more information, visit http://www.inmoment.com/.
