Customer Success Operations Specialist

Summary

Traackr is a global SaaS technology company providing a data-driven influencer marketing platform. The Customer Success Operations Specialist provides L1 and L2 customer support, troubleshoots platform and data issues, supports customer data integration projects, and helps improve support processes, reporting, and customer adoption.

Responsibilities

• Handle L1 support through our support interface, resolving product and account questions quickly and clearly
• Take on L2 support for issues that need deeper investigation, reproducing the problem, identifying root cause, and escalating to data or engineering partners with the detail they need
• Troubleshoot platform and data issues, including data export errors, ingestion failures, and integration problems, working with internal teams to resolve them
• Support data integration projects for customers from initial request through configuration, testing, and handover, following an established implementation plan
• Help customers interpret the data they receive and apply it to their reporting, campaign, and measurement needs
• Run onboarding and training sessions for new customers, covering account setup and day-to-day use of the platform
• Track recurring issues and customer feedback, and share the patterns with product and Customer Success so they inform roadmap and service decisions
• Maintain support documentation, macros, and internal knowledge resources so the team answers L1 questions consistently
• Partner with Customer Success Managers on usage and adoption reporting, account analysis, and ad hoc account projects
• Work with customer success operations leadership to improve support workflows, service levels, and reporting, including testing AI tools that reduce manual work

Skills

• 2-4 years of related experience and a bachelor's degree, or equivalent practical experience
• Experience in SaaS customer support, customer operations, technical support, or client services, including exposure to tiered support across L1 and L2
• Comfortable working with data day to day, including spreadsheets, pivot tables, and sanity-checking data files for accuracy
• Exposure to data integrations, ETL or ingestion processes, or API-based data exports, or a clear appetite to learn them quickly
• Excellent written and verbal communication, with the ability to explain technical concepts to non-technical audiences across multiple geographies
• Strong troubleshooting instincts, attention to detail, and the patience to get to the root cause rather than the quick answer
• Organized across multiple concurrent requests, comfortable asking for direction when priorities compete
• Working knowledge of SQL, or familiarity with data warehouses such as BigQuery, is a plus
• Familiarity with support tooling such as Intercom or Zendesk, and with reporting tools such as Tableau, Power BI, or DOMO, is a plus

Qualifications

Must Haves

• 2-4 years of related experience and a bachelor's degree, or equivalent practical experience
• Experience in SaaS customer support, customer operations, technical support, or client services, including exposure to tiered support across L1 and L2
• Comfortable working with data day to day, including spreadsheets, pivot tables, and sanity-checking data files for accuracy
• Exposure to data integrations, ETL or ingestion processes, or API-based data exports, or a clear appetite to learn them quickly
• Excellent written and verbal communication, with the ability to explain technical concepts to non-technical audiences across multiple geographies
• Strong troubleshooting instincts, attention to detail, and the patience to get to the root cause rather than the quick answer
• Organized across multiple concurrent requests, comfortable asking for direction when priorities compete

Nice to Haves

• Working knowledge of SQL, or familiarity with data warehouses such as BigQuery, is a plus
• Familiarity with support tooling such as Intercom or Zendesk, and with reporting tools such as Tableau, Power BI, or DOMO, is a plus

Benefits

• 100% remote work with hybrid flexibility and a home office set-up stipend
• Coworking office subscription for collaborative spaces
• Health, dental, and life insurance coverage
• Open vacation policy and flexible holiday schedule
• Paid parental leave
• Career development, including internal and external training opportunities