Customer Operations Specialist

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Type:
Full-Time

Reports to:

Senior Director, Operations

The Customer Operations Specialist works closely with all departments to support client and business needs by completing operational tasks and projects, as well as answering client inquiries.

• Solve incoming customer inquiries via Intercom with an emphasis on speed and accuracy, aiming for response times under three minutes.
• Act as an operational bridge, aiding customer-facing departments with complex client issues and troubleshooting support.
• Monitor platform performance and directly inform the Product team regarding system errors and user-suggested enhancements.
• Assist customers directly through personalized phone or video chat interactions to resolve high-priority requests.
• Manage, track, and respond to departmental and client needs within the company CRM.
• Conduct precise Content Management System (CMS) actions to support clients and internal Account Managers.
• Collaborate with the Marketplace team to assist in the creative curation, development, and auditing of Thnks offerings.

• Experience:
  
  0 to 1 years of experience in a customer support, customer success, or customer-facing operations role.
• Relationship Builder:
  Strong relationship-building skills with both internal colleagues and external stakeholders.
• Data Fluency:
  Comfortable working with data and reporting dashboards to monitor trends and identify potential customer growth opportunities.
• Agile and Organized:
  Proven ability to prioritize, multitask, and perform effectively in a fast-paced, dynamic environment.
• Technical Aptitude:
  Beginner-level experience with Excel or Google Sheets, with a natural curiosity to learn new CRM and CMS software tools.
• Strong Communicator:
  Exceptional written and verbal communication skills with a tactful, helpful approach to problem-solving.

• Comprehensive Benefits:
  Medical, Vision, and Dental Insurance (80-100% employer-covered).
• Future Planning: 401(k) matching.
• Stipends:
  Monthly cell phone and internet stipend.
• Work Environment:
  In-office Monday through Thursday with Friday remote.
• Work-Life Balance: 20 PTO days, company-paid holidays, and maternity leave.
• Wellbeing:
  Company-paid life and long-term disability insurance.
• Team Spirit:
  Regular team-building and community engagement events.

Thnks is the leading platform for real-time business relationship building. We make it effortless for professionals to send small, thoughtful gestures - a coffee, a lunch, an Uber credit - in seconds, with no address needed and enterprise compliance built in. Our customers include Fortune 500 companies, high-growth startups, and everything in between across industries like insurance, healthcare, financial services, and commercial real estate.

Please send your resume along with a brief note explaining why you are interested in this role included in your application. We look forward to hearing from you!