Customer Operations Specialist

We are seeking a highly organized, detail-oriented Customer Operations Specialist to support our Account Directors (ADs) in delivering exceptional client experiences. In this internal-facing role, you’ll help power the operational engine behind client success—handling workflows, managing deliverables, and ensuring smooth team execution.

This position is ideal for someone who thrives in fast-paced environments, values structure and clarity, and is eager to contribute to customer growth and retention through behind-the-scenes operational excellence. While not client-facing, your contributions will have a direct impact on our clients' outcomes, enabling ADs to stay focused on strategy and relationship building.

This role will be working from home permanently and during U.S. CST business hours.

Tactical Execution

• Compile usage, engagement, and ROI metrics using dashboards and internal platforms
• Generate visuals and insights for reporting and meeting prep
• Build and maintain internal and client-facing slide decks
• Draft and distribute structured agendas
• Maintain file hygiene and version control
• Manage task status boards (Asana) and update deliverable logs

Workflow QA & Reporting

• Audit weekly operational workflows for compliance and timeliness
• Identify and surface process gaps or missed steps to ADs or Pod Directors
• Summarize weekly QA outcomes and recommend adjustments

Light Strategic Insight Support

• Track themes across tickets, usage, and internal feedback
• Maintain a "value signals" tracker to highlight wins or ROI patterns
• Flag product or usage anomalies for AD review during renewal planning