Customer Service Operations Associate

About the job

This Service Operations Associate role is ideal for someone who is highly motivated, organized, detail-oriented, and eager to learn, supporting day-to-day Customer Service operations. This role will work closely with the Director of Customer Service Operations in this fast-paced position that requires multitasking and offers opportunities to contribute to Customer Service content management for AI-solutions, user acceptance testing, and administrative support, helping drive efficiency and elevate the Customer Service agent and customer experience.

Your Next Challenge:

• Customer Service Content Management
• Monitor AI-grounded chatbot and AI agent interactions and performance metrics to identify trends and suggest content opportunities based on supporting data
• Support maintenance of content owned by the Customer Service Operations team to identify content gaps, provide suggestions on how to improve accuracy and understanding of process, product, and policy information for CSAs, chatbots, and AI agents.
• Track, manage, and publish Customer Service content, e.g., Quick Texts, Email Templates, External FAQ Articles, etc., to ensure current and accurate information as it aligns with go-to-market releases.
• User Acceptance Testing (UAT)
• Provide assistance in testing Salesforce workflows, tools, and enhancements across Customer Service channels using established UAT methodologies.
• Provide assistance in evaluating AI-driven solutions and automation (including chatbots and AI agents) to ensure accuracy, usability, and alignment with content and customer experience standards.
• Provide input on identified Customer Service issues and help the Customer Service Operations team validate fixes released by the technology team.
• Provide feedback on usability and functionality on Salesforce workflows and enhancements from a frontline customer support perspective.
• Customer Service Communication & Readiness
• Provide assistance in drafting, reviewing, and publishing internal communications, e.g., Slack, SharePoint, etc., to the global Customer Service team regarding upcoming launches, tests, and operational changes.
• Support the Customer Service Operations team in helping to ensure frontline teams are informed and prepared for new tools, processes, and business updates.
• Enablement & Go-to-Market Cross-Functional Partnerships
• Assist the Customer Service Operations team in identifying training needs and gaps for the Customer Service team based on operational changes and frontline customer support feedback.
• Assist the Director of Customer Service Operations in the go-to-market cross-functional planning to align Customer Service strategies with the overall customer experience.