WE’RE AT AN EXCITING PHASE OF THE COMPANY WHERE WE WANT A PASSIONATE CUSTOMER OPERATIONS SPECIALIST TO HELP US PROVIDE TOP-NOTCH SUPPORT TO OUR GROWING COMMUNITY OF GEMS.

Who You Will Work With: You’ll report to Sarah and work frequently with the product, marketing and engineering teams.
Location: EU-Remote, preferably in France, Spain, Finland or Germany.

WHY THIS ROLE AND WHY NOW?

At Opal, we’re building tools to help people reclaim their time and focus on what truly matters. As we continue to grow and save millions of hours of screen time for our Gems (our community), we’re looking for a Customer Operations Specialist to maintain and improve our existing CS operations and take ownership of key features. Here’s why this is the perfect moment to join:

• Support Velocity: Our small, high-performing Support team is at capacity. You’ll play a key role in maintaining and improving the quality and speed with which we deliver impactful support across iOS and Mac.
• Ownership & Impact: Your work will routinely take you out of inbox, having a direct impact on Help Documentation, analytics, and upgrades. Our engineers are receptive to and actually implement both feedback and bug reports, improving the product based on your findings.
• Long-Term Goals: In the future, you’ll help develop a community engagement platform, bringing Gems together and creating spaces for feedback and interaction.

WHAT YOU’LL BE DOING

As a Customer Operations Specialist, you’ll play a key role in providing support for and improving our app ecosystem:

• Responding to Tickets: You’ll manage incoming tickets from our Gems through multiple support avenues—whether that’s our inboxes or community forums.
• Internationalisation Efforts: Help expand our reach by translating Help Documentation and in-app UI for our international Gems.
• Bug Testing & Reporting: Test new features, report bugs, and ensure the app works seamlessly with each new release.
• Automation & Efficiency: Use Chatbase to test, improve, and implement automated procedures that make us more efficient.
• Analytics: Help develop and refine tracking systems that will assist with our massive 400% ARR growth.