Customer Operations Specialist

Customer Operations Specialist

Location: Franklin, TN (In-Person, Mon–Thu / WFH Fridays)

Type: Full-Time

Reports to: Senior Director, Operations

Summary

The Customer Operations Specialist works closely with all departments to support client and business needs by completing operational tasks and projects, as well as answering client inquiries.

Your Role

• Solve incoming customer inquiries via Intercom with an emphasis on speed and accuracy, aiming for response times under three minutes.
• Act as an operational bridge, aiding customer-facing departments with complex client issues and troubleshooting support.
• Monitor platform performance and directly inform the Product team regarding system errors and user-suggested enhancements.
• Assist customers directly through personalized phone or video chat interactions to resolve high-priority requests.
• Manage, track, and respond to departmental and client needs within the company CRM.
• Conduct precise Content Management System (CMS) actions to support clients and internal Account Managers.
• Collaborate with the Marketplace team to assist in the creative curation, development, and auditing of Thnks offerings.

What We’re Looking For

• Experience: 0 to 1 years of experience in a customer support, customer success, or customer-facing operations role.
• Relationship Builder: Strong relationship-building skills with both internal colleagues and external stakeholders.
• Data Fluency: Comfortable working with data and reporting dashboards to monitor trends and identify potential customer growth opportunities.
• Agile and Organized: Proven ability to prioritize, multitask, and perform effectively in a fast-paced, dynamic environment.
• Technical Aptitude: Beginner-level experience with Excel or Google Sheets, with a natural curiosity to learn new CRM and CMS software tools.
• Strong Communicator: Exceptional written and verbal communication skills with a tactful, helpful approach to problem-solving.

Our Commitment to You

• Comprehensive Benefits: Medical, Vision, and Dental Insurance (80-100% employer-covered).
• Future Planning: 401(k) matching.
• Stipends: Monthly cell phone and internet stipend.
• Work Environment: In-office Monday through Thursday with Friday remote. 
• Work-Life Balance: 20 PTO days, company-paid holidays, and maternity leave.
• Wellbeing: Company-paid life and long-term disability insurance.
• Team Spirit: Regular team-building and community engagement events.

About Thnks

Thnks is the leading platform for real-time business relationship building. We make it effortless for professionals to send small, thoughtful gestures - a coffee, a lunch, an Uber credit - in seconds, with no address needed and enterprise compliance built in. Our customers include Fortune 500 companies, high-growth startups, and everything in between across industries like insurance, healthcare, financial services, and commercial real estate.

How to Apply

Please send your resume along with a brief note explaining why you are interested in this role included in your application. We look forward to hearing from you!