Customer Operations Specialist

Key Responsibilities

• Leverage Zendesk analytics and other AI-driven platforms to track and report on key metrics, including ticket volume, contact drivers, and bot performance trends
• Perform in-depth ticket research to pinpoint systemic technical issues, providing Engineering with documented evidence to prioritize bug fixes and feature updates
• Partner with Product, Engineering, and Platform leads to advocate for customer needs based on support trends and friction points
• Translate raw customer feedback into data-backed recommendations that directly inform technical roadmaps and product decisions
• Monitor customer reviews consistently across major platforms and channels (app stores, retail sites, social), flagging trends and surfacing key themes to internal stakeholders
• Review and analyze review data to identify recurring product, UX, or support issues that warrant action
• Coordinate responses to distributor and internal Owlet stakeholders, ensuring timely and consistent communication across international partners
• Work cross-functionally to support ongoing efforts to enhance the experience for Owlet parents across international markets
• Maintain a strong working knowledge of the Owlet ecosystem (Dream Sock, Cam, Dream App) to serve as a technical resource for the broader team
• Collaborate with Customer Service Managers to audit, refine, and maintain internal troubleshooting guides and public-facing help articles for accuracy and clarity

Requirements

• 3+ years in a customer support role, preferably in a technical, hardware, or cloud-based environment
• Strong analytical skills with the ability to use data to diagnose root causes, propose solutions, and drive process improvements
• Proven ability to manage multiple projects and priorities from initiation to delivery
• Exceptional written and verbal communication skills, with experience distilling complex issues for diverse audiences and cross-functional teams
• Thrives in a fast-paced, dynamic environment and adapts easily to shifting priorities as business needs evolve
• Genuine passion for technology and a connection to Owlet's mission of empowering parents and ensuring infant safety