Operations Associate (Customer Success & Operations Support)

We are seeking a dedicated, organized, and technically skilled Operations Associate to support our growing business.
This role will primarily focus on customer support but will evolve to include quality assurance, automation, and broader operations support as needed.

The ideal candidate is customer-centric, detail-oriented, and comfortable handling technical troubleshooting.
Over time, responsibilities will expand into quality assurance (QA) testing, process automation, and additional operational initiatives.

• Start Date: Ideally immediately (or within 2 weeks)
• Rate: $9/hour for 40 hours per week
• Timezone: Monday to Friday, PST

Key Responsibilities:

Customer Support & Troubleshooting (Primary Responsibility):
• Serve as the first point of contact for customer inquiries, assisting with product setup, account configuration, and issue resolution.
• Provide technical support for troubleshooting issues such as:
• Login problems (password resets, authentication failures, account lockouts).
• Feature malfunctions (product errors, missing functionalities, performance issues).
• AI optimization (helping users craft better ChatGPT prompts to improve their experience).
• Assist customers with prompt engineering to maximize the effectiveness of AI-powered features.
• Identify common issues and feature requests, escalating them to the product team when necessary.
• Maintain accurate records of customer interactions and update the CRM system accordingly.

QA Support:
• Conduct quality assurance (QA) checks to test product functionality and identify any defects.
• Report issues to the engineering team and suggest potential improvements based on customer feedback.

Process & Workflow Automation:
• Assist in creating automated workflows to improve efficiency across operations, customer support, and sales.
• Work with the team to implement self-service tools and documentation for customer success.
• Over time, help develop automation for sales and marketing processes.

Inbox & Calendar Management:
• Organize and categorize incoming customer support emails for easy access and action.
• Sales Operations & CRM Management:
• May involve updating our internal documentation about customer accounts and helping manage the CRM system with accurate customer data.


Requirements:
• 2+ years of experience in customer support, operations, or a similar role.
• Strong problem-solving skills and ability to troubleshoot technical issues with customers.
• Excellent written and verbal communication skills.
• Ability to work independently in a fast-paced, customer-driven environment.
• Familiarity with AI tools (e.g., ChatGPT) and prompt engineering is a plus.
• Technical proficiency and ability to quickly learn new tools and processes.
• Strong organizational skills with the ability to manage multiple priorities and deadlines.
• Experience with CRM tools (e.g., HubSpot, Salesforce) and invoicing platforms (e.g., Stripe) is ideal but not required.

Preferred Skills:
• Experience in customer success management.
• Background in sales operations, marketing automation, or technical support.
• Knowledge of QA testing or product troubleshooting is not required but strongly valued.

Training and Expectations:
• Training and playbooks will be provided for our tools and systems if needed.
• We expect fast learners who can quickly adapt and work efficiently with minimal supervision and clear communication / know when to escalate issues.
• Emphasis on maintaining accuracy and efficiency in a fast-paced operational environment.

Application Instructions
• To confirm you've read the entire job description, please respond with the subject line "Ready For Vooma".
• Be sure to include the following links in your application:
>> Resume
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