Customer Service Process Specialist

Position: Lineage Customer Service Process Specialist
Enhance customer service operations at Lineage as a Process Specialist dedicated to compliance and efficiency. This role ensures accurate documentation and supports continuous improvement strategies.

You will manage the creation and maintenance of Standard Operating Procedures (SOPs) while partnering with Customer Service leadership to drive operational excellence. Your expertise will guide process documentation efforts, performance analysis, and customer onboarding initiatives. The role requires cross‑functional collaboration to uphold high standards of service and compliance.

Key Responsibilities:

• Maintain and update SOPs in line with governance practices

• Assist in workflow documentation for process initiatives

• Prepare operational reports and track performance metrics

• Develop customer communication and onboarding guides

• Identify risks and elevate them to leadership for action

Requirements:

• 3–5 years in customer operations or administration

• Demonstrable experience in SOP management

• Strong analytical skills and attention to detail

• Proficient in Microsoft Office, especially Excel

• Experience in a fast‑paced operational setting

Utilize your process improvement skills to enhance customer service at Lineage.
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