Support Operations Specialist

The Tools and Reporting team within our Customer Experience (CX) department plays a critical role in ensuring that our customers receive the highest level of service and support.

About the Role:

As a Support Operations Specialist, you will play a pivotal role in enhancing the efficiency and effectiveness of customer support operations. Your responsibilities will include analyzing customer interactions and conversation data to identify trends, uncover insights, and generate actionable reports that inform strategic decisions. You will collaborate closely with cross-functional teams to design, implement, and optimize internal processes, ensuring seamless customer communication and operational excellence.

A key part of your role will involve managing and maintaining the AI Chatbot, including implementing conversational flows, testing new functionalities, and staying up-to-date on the latest innovations in AI and customer support.

Furthermore, you will collaborate closely with the team to seamlessly integrate key departmental tools such as Zendesk and translation tools. Your responsibilities will also include troubleshooting any issues with these tools and providing support during system updates.  

To be successful in this role, you’ll need strong analytical and organizational skills, exceptional attention to detail, and the ability to effectively communicate insights and recommendations to diverse stakeholders. 

Location: You will be based in Lisbon, with English as your working language. We offer a hybrid work arrangement, with Tuesday being the company day, where we all collaborate in the office and have a company-sponsored meal, a department day for team bonding (will be Wednesday for your department), and a consistent third day at your choice. We offer relocation support (national and international) for individuals who are already legally eligible to work in the European Union.

Key Responsibilities:

• Manage and improve the process for performance tracking and target setting.
• Regularly review and assess customer interactions with our Chatbot, identify areas for improvement in customer communication, and escalate issues as necessary.
• Analyze conversation data to uncover gaps, trends, and insights and generate actionable reports to inform decision-making and strategy.
• Collaborate with cross-functional teams, propose the creation of new workflows, and recommend improvements to existing ones based on data analysis and audit findings.
• Build and implement conversational flows using our Chat Bot.
• Test and validate new flows to ensure optimal performance.
• Manage and maintain the AI Chatbot (from troubleshooting to optimizing, planning and being on top of next releases)
• Serve as an internal and external point of contact person on automation systems, fostering cross-team collaboration.
• Stay updated on AI and customer support best practices to drive innovation within the team.

Requirements:

• Solid data, analytical, and organization skills
• Proficiency in Excel / Google Sheets
• Experience working on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
• Proven ability to successfully manage complex projects end-to-end.
• Strong metrics-based orientation, proven ability to analyze and build reports and identify actionable insights to drive new opportunities.
• Strong business focus, and collaboration skills, logical thinking, detail-oriented, and adaptability to successfully cooperate with different stakeholders and help achieve business goals.
• Excellent written and verbal communication skills (English)
• Experience in Customer Support is a plus
• Previous experience using Customer Support tools (Ex. Zendesk) is a plus