Customer Operations Specialist

About the role

The Customer Operations Specialist at GoHiya will take ownership of customer resolution within inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations. This role ensures every handoff within contact center operations clearly shows what is complete, what is pending, and who owns the next step.

Responsibilities

• Coordinate the workflow by helping the team handle assigned customer or client requests.
• Review available case history before responding to ensure informed and accurate resolutions.
• Maintain workflow by resolving routine issues within approved authority.
• Track and document commitments and next actions for clear accountability.
• Own the escalation of complex cases, providing sufficient context for the next owner.

Qualifications

• Confidently use Contact Center Operations and Service Quality Operations in customer support execution.
• Apply Case Management without losing track of exceptions, owners, or deadlines.
• Document case decisions clearly so teammates can follow the reasoning.
• Use sound judgment in Ticket Management, especially when escalation is required.

Role Outcome

The role is successful when customer resolution becomes more reliable and repeated failure points are identified before they impact customers, partners, or teammates.

Schedule

Full-time, 100% remote within the United States.

Pay

Base salary: $44,000–$66,000 per year.