Customer Operations Associate job description

Job brief

We are looking for a detail-oriented Customer Operations Associate to join our growing support team and refine the ways we engage with our users. In this role, you will go beyond reactive troubleshooting to proactively optimize our service infrastructure and internal support documentation. You will have a direct impact on our brand’s reputation by ensuring every customer interaction is frictionless, accurate, and professional. If you are a systems-thinker who excels at simplifying complex processes while maintaining a high level of customer empathy, we want to hear from you.

What is a Customer Operations Associate?

A Customer Operations Associate serves as the operational backbone of a high-performing support organization, bridging the gap between front-line inquiries and back-end business processes. By leveraging platforms like Zendesk, Salesforce, or Intercom, a Customer Operations Associate analyzes support metrics to identify process bottlenecks and implement data-driven improvements. This role is essential for maintaining service consistency, ensuring SLA compliance, and scaling customer service capabilities as the company grows.

What does a Customer Operations Associate do?

A Customer Operations Associate manages the end-to-end support lifecycle by triaging incoming tickets, troubleshooting technical account issues, and documenting resolution paths within the company knowledge base. They collaborate closely with product and engineering teams to escalate bugs or feature requests, ensuring that customer feedback directly informs the product roadmap. On a daily basis, they audit support interactions for quality assurance, monitor real-time ticket volume, and execute onboarding workflows to ensure new clients achieve immediate value.

Key responsibilities

• Execute complex ticket resolutions for technical issues, billing discrepancies, and account-related concerns using Salesforce CRM and JIRA tracking systems.
• Perform deep-dive analysis on recurring customer complaints to identify root causes and recommend actionable process improvements to the leadership team.
• Maintain and update the public-facing knowledge base and internal SOP documentation to ensure accuracy of product and service information.
• Manage the end-to-end customer onboarding workflow, including account provisioning, data migration assistance, and initial user configuration support.
• Monitor real-time support dashboards to ensure the team consistently meets established KPIs, including first-response time and resolution satisfaction scores.
• Facilitate cross-departmental alignment by providing product engineering teams with detailed bug reports, user feedback logs, and customer sentiment trends.
• Escalate critical service outages or enterprise account issues to senior management through established incident management protocols and clear documentation.
• Optimize communication templates across email, live chat, and social media channels to ensure a consistent, on-brand tone of voice.

Requirements and skills

• 2+ years of experience in customer operations, technical support, or account management within a SaaS or e-commerce environment.
• Advanced proficiency in CRM platforms such as Salesforce, Zendesk, or HubSpot, including workflow automation and reporting features.
• Proven track record of managing multi-channel support operations while maintaining high CSAT and NPS benchmarks.
• Strong technical aptitude with the ability to troubleshoot SaaS applications, navigate administrative portals, and debug account access issues.
• Excellent written communication skills with experience drafting technical FAQs, user guides, and professional client-facing correspondence.
• Data-driven mindset with the ability to synthesize support metrics from tools like Looker, Tableau, or native CRM reporting suites.
• Bachelor’s degree in Business, Communications, or a related field, or equivalent experience in an operational support capacity.
• Professional certification such as Zendesk Support Administrator or Salesforce Administrator is highly preferred for this position.

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