Operations Support Specialist

Responsibilities

• Manage customer and contractor conversations through Intercom, providing timely, accurate, and solution-focused support.
• Monitor live orders and proactively identify, investigate, and resolve operational issues to ensure a seamless experience for customers and contractors.
• Detect, report, and assist in troubleshooting technical issues, system errors, and bugs, escalating issues where needed.
• Support day-to-day operational workflows by ensuring tasks are completed efficiently and in line with company standards.
• Follow company procedures, policies, and quality standards to maintain operational excellence.
• Collaborate closely with other support and operational teams, Product, Engineering, and other cross-functional teams to ensure efficient workflows and continuous service improvements.
• Provide actionable feedback to relevant teams to improve operational processes, tools, and overall service quality.
• Perform additional duties as required to support operational excellence and business objectives.

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