Product Support Specialist

Job Title

We're an operational team that focuses on delivering excellent customer care and providing support for consumers when they need us. We represent the voice of the consumer and work closely with cross-functional partners across the client to make our products and operations better.

Responsibilities

Develop support strategies and prepare support operations for new product feature launches.

Support the strategy and delivery of the customer care experience for Payments users including developing processes, innovating service models, and scaling support operations in partnership with our cross-functional teams.

Manage, collect & analyze Voice of the User (VoU) and Top User Issues (TUIs) to improve the user experience and our customer service operations.

Develop systems and protocols to drive up quality while removing inefficiencies and cost from operations.

Drive alignment with other teams to ensure a consistent user experience and an efficiently run operation across markets.

Investigate escalations and underlying causes of user support trends to identify meaningful patterns, enhance user help journeys and improve early identification of issues.

Improve and streamline processes to drive efficiencies.

Experience

3+ years of experience in project management or program management.

Interest in customer support and user experience; strong sense of user focus.

Payment's experience would be beneficial.

Aptitude for problem solving, particularly around data analysis and analytical reasoning.

Self-starter with a track record of project management in complex organizations with shifting priorities.

Experience working across different time zones and with culturally diverse teams.

Skills

Product Support

Customer Support

Customer Success

Data Analysis

Education

Bachelor's degree or equivalent practical experience.

About US Tech Solutions

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.