Customer Support Operations Specialist, Kasheesh

• 1-3 years of experience in customer support or operations, preferably in fintech or SaaS
• Strong problem-solving abilities and attention to detail
• Excellent written and verbal communication skills, especially for working with remote teams
• Basic analytical skills and comfort working with support metrics and reporting tools
• Demonstrated ability to learn new systems and processes quickly
• Strong organizational skills and ability to manage multiple priorities
• Customer-focused mindset with a passion for improving service quality

Desirable

• We are seeking a Customer Support Operations Specialist to help manage our customer support functions while contributing to operational improvements
• This mid-level position will report to the Director of Customer Success and will combine day-to-day operational responsibilities with opportunities to shape and enhance our support processes
• You’ll be instrumental in delivering a seamless customer experience, streamlining workflows, and ensuring operational efficiency at Kasheesh
• Coordinate with our offshore support team in the Philippines, providing guidance and ensuring quality service delivery
• Manage customer verification processes through Plaid and monitor verification queues in Sardine
• Review and suggest improvements to support templates and tagging systems
• Track and analyze support KPIs, identifying trends and potential areas for improvement
• Handle payment disputes in Stripe and develop more efficient resolution processes
• Contribute ideas for operational improvements based on customer feedback and support data
• Collaborate with team members to implement and refine support workflows