Operations Support Specialist
About the role
GoHiya's Operations Support Specialist will support inbound and outbound customer support, chat, email, quality, workforce, CRM, and client-service operations, with particular attention to customer resolution. The role focuses on operations support specialized execution within contact center operations, ensuring incomplete information is surfaced before it becomes downstream rework.
What matters most is quality—visible when customer resolution is accurate enough for others to act on and unresolved items are documented rather than guessed. This result is measured through operations support specialized execution within contact center operations.
Role Fit
- Use Issue Resolution and Service Recovery confidently when carrying out operations support specialized execution within contact center operations.
- Apply Customer Experience without losing track of exceptions, owners, or deadlines tied to operations support specialized execution within contact center operations.
- Document Quality Assurance decisions clearly enough that another teammate can follow the reasoning behind operations support specialized execution within contact center operations.
- Use sound judgment around Operations Support Specialized Execution, especially when escalation is required instead of assumption.
Responsibilities
- Track the Operations Support Specialist workflow by helping the team resolve routine issues within approved authority.
- Own the Operations Support Specialist workflow by documenting commitments and next actions.
- Coordinate the Operations Support Specialist workflow by escalating complex cases with enough context for the next owner.
- Review the Operations Support Specialist workflow by handling assigned customer or client requests.
- Maintain the Operations Support Specialist workflow by reviewing available case history before responding.
Employment Overview
Full-time, associate-level position. 100% remote within the United States.
Pay
Base salary: $44,000–$66,000 per year.