About The Role Job Title: Operations Support Specialist Location: Remote based in Portugal.
Terms: Permanent Contract / Full-Time 40h weekly Schedule: Monday to Sunday - 8h Shifts covering 6am to 12am and 2 consecutive days off ABOUT THE ROLE We are looking for an?Operations Support Specialist to join the team.
This is a permanent work from home position based in Portugal.
We are looking for a passionate and dedicated individual to join our team.
As the main point of contact for escalations and case management, you will play a vital role in ensuring exceptional service for our members.
You will handle a variety of cases and tickets, provide crucial support for escalations, and be responsible for supporting the training and upskilling new hires and agents.
In addition to your support responsibilities, you will actively work to transfer knowledge across the team, close knowledge gaps, and contribute to ad-hoc projects that support the wider business.
We are seeking someone who not only identifies issues but also seeks to improve processes through a proactive, critical thinking mindset.
This role is ideal for someone with a passion for fitness or wellness who is eager to drive positive change, enhance operational efficiency, and make a meaningful impact within the business The successful candidate will be supporting our partner Levels Health.
? WHAT YOU'LL BE DOING Member support: Deliver exceptional customer service by handling member queries (Tier 1 & Tier 2) with a focus on customer satisfaction and quick response times Prioritize the member queue to ensure timely resolution of both simple and complex issues.
Content Creation : Contribute to process improvements by creating documentation and resources to support the team and enhance efficiency.
Record weekly Loom videos to provide updates on work activities and accomplishments.
Training/Upskilling: Support the onboarding and upskilling of new hires and agents through training initiatives.
As product or process changes occur s hare knowledge and close knowledge gaps across the team.
Projects: Actively participate in internal projects, ensuring adherence to guidelines and timely completion.
Escalation Support: Be the main point of contact for escalations, assisting agents and new hires with escalated tickets.
Manage escalation tickets to other departments, ensuring resolution within protocols and timelines.
Other duties: Conduct QA on tickets and those of your team members to ensure continuous improvement.
Maintain up-to-date knowledge of product changes and align with evolving offerings.
Apply critical thinking to troubleshoot issues and find innovative solutions.
Demonstrate proactive problem-solving, taking full ownership of assigned tasks with consistent productivity and accountability.
Diligently employing a proactive mindset to address potential challenges, demonstrating a committed and forward-thinking approach to problem solving.
Support report generation on an ad-hoc basis if required .
Your profile You have a minimum of 1 year experience as a Customer Support Specialist with in the Levels account .
You have exceptional communication skills, both written and verbal , enabling you to effectively engage with members and internal teams.
You demonstrate a keen aptitude for problem solving, employing analytical thinking and innovative approaches to deliver effective solutions to our members.
You are familiar with meeting ticket resolution targets and average handling time (AHT) metrics.
You possess meticulous documentation skills, ensuring thorough and accurate recording of information .
You embody a forward-thinking approach, proactive mindset and initiative to drive positive change.
You have effective time management skills, optimising productivity and ensuring a timely completion of tasks .
You can maintain a proactive approach to staying informed, actively assimilating relevant information.
You are detail orientated and possess strong quality assurance skills.
Exceptional Organization Skills .
Have a growth mindset and exciting about working with a company that is changing constantly.
Have remote working experience and capabilities.
You have experience in supporting the upskilling and onboarding of agents and new hires and managing escalations.
Why us?
WHAT YOU GET IN RETURN: Fully Remote work based in Portugal A competitive salary Internet Allowance (20 Euros per month) and Meal Allowance (7.63 Euros daily) Equipment provided Home office allowance A Buddy on joining Online Gym and Wellbeing Studio.
The opportunity for professional growth.
Fun company events and team outings.
Autonomy and Responsibility OUR RECRUITMENT PROCESS 30 min Teams interview with the Recruitment Team Language test if applicable to the role 45 min Teams interview with the Hiring Team About us Otonomee is a purpose built, fully remote BPO.
Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry.
Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.
Otonomee's Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry.
The pandemic (i.e.
the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.
By leveraging Otonomee's remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach.
Our Clients' share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.
Otonomee is a purpose driven company and a Certified BCorp since 2023.
This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.
We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all.
We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly.
We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow
