Job Description:

Global Operations & Customer Support Specialists are part of a team that are responsible for building and running efficient processes that enable accurate, consistent, and clean portfolios for Sales compensation, reporting and analysis. The team takes pride in helping internal sales teams organize customer data through a highly efficient scaled support model. Experts in driving process improvements and consistency, team members are analytical and strategic with a pragmatic sense of getting things done.

Global Operations & Customer Support Specialists are responsible for managing incoming user questions and issues across several internal systems. They directly troubleshoot issues, analyze root causes and document common resolution paths to improve workflows. In addition, this individual will assist with our quarterly Channel Management approval and ongoing specialist program management, which includes maintaining team to program mappings and validating specialist directory data. The ideal candidate has strong communication and analytical skills and a passion for solving problems to provide excellent customer service.

Responsibilities:

• Function as central resource for our customer data standards & policy
• Collaborate with stakeholders and our sales teams
• Triage and help troubleshoot user issues with their account assignments
• Define and document resolution paths and other process improvement initiatives
• Work consultatively with our sales teams, via email or VC, to understand and solve their customer data issues and questions
• Review and approve quarterly Company Moves (account to team changes) requests
• Process specialist team and program creation/maintenance requests
• Resolve escalation issues sent from our partners, sellers, and implementation team
• Coordinate and validate complex hierarchy change requests and help create compliant hierarchy structures for multiple sales teams
• Compliance with data integrity and security policies
• Use judgment to make business decisions based on ambiguous cases, implement and interpret rules in gray areas

Requirements:

• BA or BS degree with 2+ years of experience or relevant experience
• Strong professional etiquette, organizational skills and attention to detail
• Excellent investigative and problem-solving skills with the ability to multitask, prioritize efficiently and thrive in a fast paced environment
• Exceptional written and verbal skills
• Process and policy oriented
• Solid communication and customer service skills with an ability to resolve complicated inquiries
• Ability to quickly learn new tools & processes and analyze data and produce insights

Desired Qualifications:

• Possesses an inquisitive mindset
• Familiarity with external CRM systems (Salesforce) or other portfolio management systems
• Experience using Google Workspace with intermediate knowledge of Google Sheets