Customer Operations Specialist

Are you a detail-oriented customer operations professional ready to bridge the gap between technical teams, AI workflows, and exceptional customer experience? As our next Customer Operations Specialist , you will play a vital role in managing omni-channel support workflows, troubleshooting technical issues, maintaining CRM data accuracy, and optimizing AI-driven customer interactions. Work Setup: Remote Start Date: August 24, 2026 Schedule: 9:00 AM – 6:00 PM EST, Monday – Friday Equipment: BYOD (Bring-Your-Own-Device) Job Summary The Customer Operations Specialist is responsible for supporting the operational connection between customers, engineering, account management, and internal stakeholders. This role manages customer support workflows, assists with issue resolution, supports AI-enabled customer interactions, and maintains CRM and operational data accuracy to ensure service continuity, operational efficiency, and seamless cross-functional coordination. What does a day in the life of a Customer Operations Specialist look like? Manage omni-channel customer support workflows, including chat, inbox, and call channels, ensuring timely responses and adherence to established SLA targets. Monitor CRM dashboards and automated workflows to ensure smooth transitions between AI-driven interactions and live support. Document customer interactions, call outcomes, and operational updates in CRM systems and internal communication platforms. Assist with technical troubleshooting by gathering relevant information, validating reported issues, and preparing detailed escalation documentation for engineering teams. Communicate technical updates and resolution progress to customers in clear, non-technical language. Review AI-supported interactions to identify potential inaccuracies and provide feedback to support system improvement. Support knowledge base maintenance by identifying documentation gaps and assisting in updating help center resources. Coordinate customer follow-ups and