Product Support Specialist

• 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., * 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.

• 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.