Cyncly logo
Cyncly

A Cyncly é uma potência global em tecnologia com mais de 2.400 funcionários e mais de 70.000 clientes em mais de 100 países. A Cyncly transforma a forma como produtos e espaços personalizáveis são imaginados, projetados, vendidos, gerenciados e fabricados. Nossas soluções de software de ponta a ponta conectam designers profissionais, varejistas e fabricantes ao maior repositório de conteúdo de produtos do mundo. A Cyncly traz mais de 30 anos de experiência para oferecer mais valor aos nossos clientes por meio de um portfólio expandido de soluções de ponta a ponta. Nossa presença global nos permite fornecer suporte e vendas de classe mundial com um toque local, garantindo a melhor experiência possível para o cliente. A Cyncly está embarcando em uma jornada empolgante enquanto continuamos a expandir por meio de um forte crescimento orgânico e aquisições complementares, apoiadas por empresas de private equity líderes especializadas em tecnologia.

Customer Operations Specialist

OperationsOperationsFull TimeRemoteMid LevelTeam 1,001-5,000

Location

Australia

Posted

11 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Customer Operations Specialist

Cyncly

Role Description We are looking for a personable, organized Customer Operations Specialist to serve as the first point of contact for our customers across phone and email. This role combines front-line service and support with billing assistance and training coordination, and is ideal for someone who enjoys variety, communicates clearly, and takes pride in keeping things on track. - Customer Service & Communication: - Answer inbound customer phone calls and email inquiries promptly and professionally, escalating complex issues to the appropriate teams when needed. - Document every customer interaction in Zendesk (or comparable ticketing system), track open items, and follow up to ensure timely resolution. - Surface recurring questions and issues to help improve self-service resources and reduce repeat contacts. - Billing & Account Support: - Assist customers with billing inquiries, including charges, invoices, payment status, and account balances. - Walk customers through the customer portal to add or update payment methods, troubleshooting issues as they arise. - Provide details on current products, pricing, and contract terms, and process changes such as adding or removing products, upgrades, downgrades, and cancellations in line with company policy. - Training Coordination & Calendar Management: - Maintain trainer calendars in Outlook, Zoom, and Calendly, ensuring meeting links, time zones, and availability are accurate and conflict-free. - Send Calendly scheduling links to customers so they can book their own training sessions, and provide confirmations, prep materials, and follow-up communications as needed. - Track attendance and feedback to support a smooth training experience. - Collaboration & Internal Support: - Work closely with sales, billing, training, and product support teams to ensure customer needs are met end-to-end. - Represent the customer’s perspective in internal discussions and support cross-departmental projects as assigned. Qualifications - Experience in a customer service or customer support role, including phone and email support. - Hands-on experience with a help desk or ticketing system such as Zendesk, Freshdesk, or ServiceNow, including triage, tagging, and reporting basics. - Working knowledge of Outlook, Zoom, and Calendly (or similar scheduling tools). - Comfort handling billing-related conversations, including payment methods, contract details, and cancellations. - Proficiency with Microsoft Office and the ability to learn new web-based tools quickly. - Strong written and verbal communication, attention to detail, and ability to manage multiple open items independently. Requirements - Experience with Salesforce or a comparable CRM platform. - Experience using Microsoft Copilot or other AI tools to support day-to-day work. - Experience supporting a SaaS or subscription-based business model. - Background in scheduling, training coordination, or operations support. - Familiarity with customer portals or self-service billing platforms (e.g., Stripe, Chargebee, Recurly). - Experience de-escalating difficult customer conversations with empathy and professionalism. Benefits - Flexible and autonomous work environment. - Support from teammates and leaders committed to your growth. - Opportunities to collaborate, challenge each other, and share knowledge.

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