Customer Operations & Platform Specialist

Job Overview:

Role Title

Customer Operations & Platform Specialist

The Customer Operations & Platform Specialist is responsible for investigating, diagnosing, and resolving complex operational issues within Cloudmore’s SaaS commerce platform.

The role ensures platform reliability, billing integrity, and the structured resolution of customer issues while materially reducing the escalation burden on management and Engineering.

This is more than a general support role. It requires analytical capability, numerical confidence, independent judgment, and customer-facing maturity.

• Take ownership of customer issues from intake to resolution
• Resolve the majority of customer support tickets without supervision
• Maintain structured, high-quality ticket documentation
• Lead customer calls confidently when required

• Investigate billing outputs, subscription structures, and pricing logic
• Analyse transactional and usage-based data to identify discrepancies
• Validate calculations against expected commercial outcomes
• Communicate financial implications clearly and accurately

• Differentiate between configuration issues, user error, and platform defects
• Conduct a thorough investigation before escalation
• Provide clear reproduction steps, impact context, and supporting evidence
• Escalate selectively to protect the Engineering focus

• Lead structured responses to high-severity incidents
• Provide timely, confidence-building updates
• Conduct post-incident analysis to prevent recurrence

• Review and test platform releases using realistic customer scenarios
• Identify operational friction and unintended billing impact
• Provide structured feedback to Product before wider rollout

• Operate with minimal supervision
• Prioritise effectively in a high-interruption environment
• Escalate only when necessary
• Reduce managerial dependency

• 3 to 6 year’s experience in SaaS operations, support, billing systems, fintech, commerce platforms, or subscription environments
• Strong numerical reasoning and comfort in analysing pricing and billing outputs
• Experience resolving complex support tickets independently
• Experience working directly with B2B customers
• Demonstrated ability to diagnose root causes across configuration, data, and integration layers
• Clear and confident communication skills
• Structured problem-solving approach

• Experience with usage-based billing models
• Experience in subscription or commerce platforms
• Exposure to release testing or user acceptance testing
• Comfort working with APIs or structured data tools

• Competitive Salary & Benefits – A competitive salary with a comprehensive benefits package designed for your well-being.
• Growth & Development – Endless growth opportunities in a dynamic, customer-focused environment.
• Collaborative Culture – A supportive and inclusive team where your voice matters.
• Gym Membership – Stay fit and energized with a gym membership.
• Home Broadband Allowance – Stay connected with a home broadband allowance.
• Mobile Phone Allowance – Stay in touch with a mobile phone allowance.
• Travel to Sweden & Estonia – Travel to our offices in Sweden and Estonia.
• Top-Spec Tech – Get a high-performance laptop and the best home working technology.

If you are passionate about helping customers succeed and enjoy creating positive, lasting relationships, we’d love to hear from you. Please submit your resume and a brief cover letter detailing your qualifications and interest in the role.