ROLE OVERVIEW

As a User Operations Specialist, you will be the frontline support within the User Operations team, reporting to the APAC region User Operations Manager. Based in our Sydney office, you’ll work a hybrid schedule (3 days in office, 2 days remote) during business hours to support our 24/7 global operations. This is an exciting opportunity to be part of our founding Sydney team, helping establish our local office culture.
Your role is crucial in providing empathetic and efficient support to our clients. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with prestigious clients to ensure a seamless support experience.

WHAT YOU’LL DO

• Serve as the first point of contact for client support inquiries, delivering empathetic, accurate, and timely resolutions.
• Juggle multiple competing priorities and tasks, ensuring a high level of service and responsiveness.
• Collaborate with team members to troubleshoot complex issues, escalating them appropriately when needed.
• Maintain a deep understanding of our products and services to provide knowledgeable support.
• Document client interactions and feedback to aid in continuous improvement of our services.
• Work closely with other departments to resolve client issues and contribute to the overall client experience.
• Stay informed of new product features and updates to provide accurate and current support.
• Contribute to the development and refinement of support processes and materials, such as FAQs and knowledge base articles.