Sr. Product Operations Associate

Sr. Product Operations Associate

Requirements

• Bachelor’s degree or comparable work experience
• 3+ years of experience in customer support, customer success, or a related field
• Proven track record of managing customer escalations and cross-functional escalations
• Strong analytical skills and experience with data-driven decision-making
• Excellent communication and interpersonal skills. Ability to maintain composure and customer focus while troubleshooting and problem solving
• Experience in customer service
• Experience with JIRA, Zendesk, and other customer support tools
• Ability to manage multiple projects simultaneously and prioritize effectively
• Attention to detail and a commitment to delivering high-quality work
• Self-motivated and resourceful, with an ability to operate fairly independently
• Prior knowledge or experience in residential real estate

Responsibilities

• Manage executive escalations and product-based de-escalations to ensure prompt and effective issue resolution. These escalations can range anywhere from account specific issues to product gaps.
• Interface with customers and leadership following negative support interactions, and identify opportunities to enhance the customer experience and drive down ticket volume.
• Develop and implement a playbook for managing executive escalations, including issue resolution and LFR (Learn from Reality).
• Hold bi-weekly meetings with P&E (Product and Engineering) teams to raise known issues requiring prioritization for upcoming sprints. In these meetings, you will help P&E prioritize high impact, open bugs using Zendesk ticket data and ensure all JIRA tickets that are being prioritized have due dates.
• Manage all incoming feature requests in the community based on learnings from escalations in meetings, and advocate for top-requested features identified by submitted feedback and Zendesk Explore dashboards.
• Identify top customer needs with P&E teams and attend monthly meetings to drive delivery of bugs according to agreed timelines.
• Participate in the planning of PRTs (Product Release Testing) and general releases, ensure supportability and identify usability issues/adoption drivers prior to launch through bug bashes and flagging user requirements.
• Maintain support documentation in embedded product areas. Collaborate with the Content team to ensure all new product releases have comprehensive support documentation in the Knowledge Base.
• Ensure a high-quality customer experience by streamlining product support. This includes answering product support tier 1 questions on Slack, training Support Engineers on customer-facing support tickets, and QA-ing tickets handled by SE for both resolution quality and tone.

Preferred Qualifications

• Prior knowledge or experience in residential real estate