Partner Success And User Support Specialist

We are looking for a dual-function Operations Specialist to manage the end-to-end experience for both our professional partners and global user base.This role acts as a bridge between two sides of a big digital marketplace, ensuring that service providers are successfully integrated and that individual users find success using our platform tools.Rather than a traditional support role, this is a position for a problem-solver who can navigate multi-language environments, master proprietary software, and maintain the integrity of a global ecosystem.ResponsibilitiesCustomer Support & ExperienceHandle inbound and outbound calls, emails, and chat.Provide timely, empathetic, and solutions-oriented support across a wide range of queries.Support users across multiple regions by leveraging translation tools where needed, ensuring clear and accurate communication regardless of language.Manage the full user journey, ensuring end-to-end resolution and satisfaction.Build strong, trust-based relationships with users.Issue Resolution & Case ManagementTroubleshoot and resolve technical, operational, and account-related issues.Manage complaints, cancellations, and negative reviews with professionalism and care.Document all interactions accurately in CRM systems (e.G., Zendesk, Jira).Escalate issues appropriately while maintaining ownership through to resolution.Product & Platform SupportGuide users in effectively using platform tools to achieve their goals.User Journey OwnershipFollow up across the full lifecycle of interactions to ensure completion and satisfaction.Act as a single point of contact where possible, reducing friction across touchpoints.Ensure a consistent experience across all user interactions.Feedback & Continuous ImprovementCollect and share feedback to improve:Internal toolsProcessesOverall user experienceContribute to process improvements and operational excellence initiatives.Performance & OperationsSupport daily Customer Support operations across international markets.Consistently meet or exceed KPIs, including but not limited to:CSATResolution timeContact rateResponse timeAdapt to changing priorities and workflows in a fast-paced environment.Requirements1-2 years in a customer-facing, support, or service role.Experience supporting multiple customer types (B2B and/or B2C) is a plus.Fluent in both English and SpanishProfessional proficiency in Italian, French, or Portuguese is highly preferred.Excellent verbal and written communication skills (phone, email, chat).Strong problem-solving and complaint-handling abilities.Customer-first mindset with a focus on solutions and outcomes.Ability to multitask, prioritise, and manage high workloads.Strong interpersonal and collaboration skills.Experience with CRM and support tools (e.G., Google Suite, Zendesk, Jira).Ability to effectively use translation tools and resources to support users across different languages and markets.Strong computer literacy and ability to quickly learn new systems.

customer types (B2B and/or B2C), is a plus.Fluent in both English and SpanishProfessional proficiency in Italian, French, or Portuguese is highly preferred.Excellent verbal and written communication skills (phone, email, chat). Strong problem-solving and complaint-handling abilities.Customer-first mindset with a focus on solutions and outcomes.Ability to multitask, prioritise, and manage high workloads.Strong interpersonal and collaboration skills.Experience with CRM and support tools (e.G., Google Suite, Zendesk, Jira). Ability to effectively use translation tools and resources to support users across different languages and markets.Strong computer literacy and ability to quickly learn new systems.