Marketplace Operations Representative
To see similar active jobs please follow this link: Remote Customer Success jobs
Goal
The Marketplace Operations Representative plays a vital role in upholding safety and reliability for both sides of our marketplace. The Marketplace Operations Representative uses exceptional judgment and noticing to make decisions on difficult cases and can explain their reasoning in a clear manner so that everyone in the team can learn from this. This role sits within our Customer Operations team and reports to the Head of Customer Operations.
Responsibilities
Investigate attendance and location based incidents across our marketplace; use exceptional judgment and noticing to solve our customers’ problems
Encourage cross-functional cooperation among our customer support, marketplace operations, and product teams.
Work within cross-functional collaborations with customer support, general operations, product, customer success, and legal teams
Take ownership of the team's customer service queues when you are on shift, ensuring SLAs are met.
Track and provide regular updates on team metrics, utilizing trend analysis to develop innovative solutions that improve team performance.
Manage and maintain communication on multiple platforms to effectively solve issues for Clipboard Health’s partner facilities and professionals
Remain knowledgeable on product updates to ensure you are acting with the most up-to-date organizational information
Must haves:
A minimum of three years of experience in a customer or client-facing position, with a proven track record of providing exceptional customer service.
Strong critical thinking and attention to detail, especially with complex cases.
Requires exceptional noticing, judgment, and decisiveness to identify operational inefficiencies, propose solutions that align with SMART criteria, and follow through to implementation.
Demonstrates sound judgment when resolving intricate cases, considering enterprise-level goals and values.
Exceptional written and verbal communication skills, with the ability to convey complex ideas and concepts clearly and effectively to agents.
Exhibit exceptional leadership qualities, self-motivation, initiative, and a strong drive to achieve the team goals
Ability to leverage statistical tools and techniques to analyze, interpret, display, and present data
System Requirements (Equipment not provided - NO CHROMEBOOKS, NO LINUX OS)
Minimum 20Mbps wired internet connection
Minimum i5 processor or equivalent
Minimum 12GB Ram
Quiet working environment
Steady power and internet connection
Located in Latin American or Caribbean region
This is a fully remote position. We operate 24/7 and work on a rotating roster. You must be OK to work weekends on any shift
Salary $15-20k per annum
About the job
Marketplace Operations Representative
To see similar active jobs please follow this link: Remote Customer Success jobs
Goal
The Marketplace Operations Representative plays a vital role in upholding safety and reliability for both sides of our marketplace. The Marketplace Operations Representative uses exceptional judgment and noticing to make decisions on difficult cases and can explain their reasoning in a clear manner so that everyone in the team can learn from this. This role sits within our Customer Operations team and reports to the Head of Customer Operations.
Responsibilities
Investigate attendance and location based incidents across our marketplace; use exceptional judgment and noticing to solve our customers’ problems
Encourage cross-functional cooperation among our customer support, marketplace operations, and product teams.
Work within cross-functional collaborations with customer support, general operations, product, customer success, and legal teams
Take ownership of the team's customer service queues when you are on shift, ensuring SLAs are met.
Track and provide regular updates on team metrics, utilizing trend analysis to develop innovative solutions that improve team performance.
Manage and maintain communication on multiple platforms to effectively solve issues for Clipboard Health’s partner facilities and professionals
Remain knowledgeable on product updates to ensure you are acting with the most up-to-date organizational information
Must haves:
A minimum of three years of experience in a customer or client-facing position, with a proven track record of providing exceptional customer service.
Strong critical thinking and attention to detail, especially with complex cases.
Requires exceptional noticing, judgment, and decisiveness to identify operational inefficiencies, propose solutions that align with SMART criteria, and follow through to implementation.
Demonstrates sound judgment when resolving intricate cases, considering enterprise-level goals and values.
Exceptional written and verbal communication skills, with the ability to convey complex ideas and concepts clearly and effectively to agents.
Exhibit exceptional leadership qualities, self-motivation, initiative, and a strong drive to achieve the team goals
Ability to leverage statistical tools and techniques to analyze, interpret, display, and present data
System Requirements (Equipment not provided - NO CHROMEBOOKS, NO LINUX OS)
Minimum 20Mbps wired internet connection
Minimum i5 processor or equivalent
Minimum 12GB Ram
Quiet working environment
Steady power and internet connection
Located in Latin American or Caribbean region
This is a fully remote position. We operate 24/7 and work on a rotating roster. You must be OK to work weekends on any shift
Salary $15-20k per annum