Customer Operations Representative

Role : Customer Care Representative

Location : Plano, TX

Job Type : FTE – Direct Hire

Job Description :

Our Customer Experience team plays a critical role in identifying pain points, solving issues, and continuously improving the customer journey .

As a Customer Operations Representative, you'll go beyond just advocating for customers—you'll be a problem solver, process optimizer, and data-driven decision-maker. This role is all about identifying friction points, analyzing root causes, and driving meaningful improvements across customer service operations and the broader customer journey. You'll collaborate with cross-functional teams, dive deep into data, and implement process changes that make a measurable impact on customer satisfaction, efficiency, and retention.

This hybrid role offers a mix of in-office collaboration and remote flexibility (3 days in office). Training is conducted in-office to set you up for success, build connections, and immerse you in the client culture.

Key Responsibilities :

Be a Customer Advocate & Problem-Solver : Handle inquiries via phone, email, or chat with urgency and precision, ensuring every interaction is customer-first and solution-driven.

Diagnose and Troubleshoot Like a Pro : Use critical thinking and technical insight to identify challenges, uncover root causes, and deploy effective solutions.

Leverage Technology to Drive Automation : Identify repetitive manual tasks and recommend automation strategies to streamline workflows and eliminate inefficiencies.

Think Ahead & Improve the Experience : Spot trends in customer issues and proactively create solutions that enhance the overall support experience, reducing future contacts.

Master Multiple Platforms & Data Tools : Navigate multiple applications (Zendesk, CRM, order management systems) with ease, ensuring accurate documentation and data-driven decision-making.

Collaborate & Innovate : Share insights with product, engineering, and operations teams to improve processes and remove friction—driving faster, smarter service.

Qualifications :

Be a Customer Champion : Respond to inquiries via phone, email, and chat, delivering quick, thoughtful, and customer-first solutions.

Troubleshoot Effectively : Analyze customer issues, identify root causes, and deliver solutions with precision and care.

Drive Process Improvement : Spot repetitive tasks and suggest automation strategies to streamline operations and boost efficiency.

Proactively Improve the Experience : Use data and trend analysis to reduce contact drivers and enhance the end-to-end customer journey.

Navigate Tools Like a Pro : Work across platforms such as Zendesk, CRM, and order management systems while keeping accurate records and making data-informed decisions.

Collaborate Across Teams : Share feedback with product, engineering, and operations teams to help drive meaningful improvements.