Full-Time Client Success Operations Associate

• Respond to a high volume of customer tickets, calls, and emails with empathy, professionalism, and efficiency.
• Troubleshoot technical issues using logs, developer tools, DataDog, and internal tools.
• Provide clear replication steps, screen recordings, or documentation to escalate issues to Engineering.
• Translate technical findings into simple, actionable updates for customers and internal stakeholders.
• Assist in writing SOPs and contributing to knowledge base articles and internal documentation.
• Take ownership of escalated or pattern-based tickets and track them to resolution.
• Identify bugs or process inefficiencies and work with the team to improve the support workflow.
• Support common use cases such as PDF conversion and basic platform navigation.
• Maintain quality responses while averaging ~25 solved tickets per day (≈575–600/month).
• Participate in customer calls, screen shares, or trainings when escalations require higher-level communication.

• 2+ years in a customer-facing technical support role (B2B SaaS or eCommerce preferred).
• Experience using Zendesk (tickets, macros, views, Help Center).
• Ability to rotate into holiday or on-call support schedules as needed.
• Familiarity with Jira, DataDog, browser developer tools, and analyzing logs or error messages.
• Strong verbal and written communication skills; able to break down complex issues for technical and non-technical audiences.
• Ability to self-prioritize in a high-volume support environment (600+ monthly solved tickets expected).
• Demonstrated initiative in bug tracking, internal documentation, or team training support.
• Strong organizational and time-management skills; comfortable with ticket queues, call logs, and daily targets.
• Background in hospitality or hotel technology (e.g., PMS, eSign/ePay systems) is a plus.
• Experience with SOP creation is a plus.

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