Customer Support Operations Specialist

Vatic International is a digital marketing agency expanding its customer support offering for clients. We are looking for a Customer Support Operations Specialist who combines strong communication skills with an analytical mindset and an interest in building a career in customer experience and operations.

This is a strong opportunity for someone early in their career, including recent graduates who enjoy working with people, solving problems, and using data to improve performance.

The role is hands‑on and combines customer support, operational coordination, reporting, and analysis. You will work directly with customers, help keep day‑to‑day support activity organized, track key customer service metrics, and use data to identify opportunities to improve the customer experience and overall service delivery.

• Provide customer support through email, SMS, phone, and client platforms
• Assist customers with questions, account issues, scheduling changes, and basic technical support
• Help ensure customer communications are timely, accurate, professional, and aligned with client expectations
• Coordinate daily customer service activity and help ensure open requests are handled efficiently
• Support team members with customer questions, escalations, and issue resolution
• Help maintain consistent customer service processes across client accounts
• Assist with onboarding and training of customer service team members
• Track customer service performance and identify areas requiring attention
• Build and maintain recurring reports
• Analyze customer service data to identify trends, patterns, and recurring issues
• Monitor KPIs such as response time, resolution time, contact volume, escalations, customer satisfaction, and team productivity
• Create summaries and performance reporting for leadership and client‑facing teams
• Use data to recommend improvements to workflows, staffing, training, and customer outreach
• Learn and work within multiple client platforms, systems, and applications
• Help develop scalable customer service processes as Vatic International’s customer support offering grows

Customer Support Operations Specialist

Vatic International

Vatic International is a digital marketing agency expanding its customer support offering for clients. We are looking for a Customer Support Operations Specialist who combines strong communication skills with an analytical mindset and an interest in building a career in customer experience and operations.

This is a strong opportunity for someone early in their career, including recent graduates who enjoy working with people, solving problems, and using data to improve performance.

The role is hands‑on and combines customer support, operational coordination, reporting, and analysis. You will work directly with customers, help keep day‑to‑day support activity organized, track key customer service metrics, and use data to identify opportunities to improve the customer experience and overall service delivery.

The Customer Support Operations Specialist will play an important role in keeping customer service activity organized and moving forward.

Responsibilities may include:

• Monitoring open customer requests and unresolved issues
• Following up on customer needs that require additional action
• Identifying issues that may need to be escalated
• Helping coordinate workload across the customer service team
• Supporting consistent service standards
• Maintaining organized records and communication history
• Identifying recurring customer issues and helping improve the processes behind them
• Working with other Vatic International team members to support client service goals

Because Vatic International works with multiple clients, the position requires the ability to adapt to different businesses, brands, customer audiences, and service expectations.

Analytics is an important part of this position.

The Customer Support Operations Specialist will help:

• Collect and organize customer service data
• Build and maintain recurring reports
• Track customer service KPIs and performance trends
• Compare results across time periods, team members, or client accounts
• Identify trends, exceptions, and…