We are looking for a skilled Business Operations Coordinator who has experience in KPI Reporting & Support Metrics, to join our team on a temporary basis for a duration of 6 months, with the possibility of extending the contract based on performance and business needs. The ideal candidate will bring a wealth of technical expertise in customer support operations, a strong ability to troubleshoot and resolve complex issues and excellent communication skills to ensure customer satisfaction.
Working in the Business Operations team at Grip will mean that you're responsible for contributing to a thriving professional support team with great customer service and the ability to meet the needs of event participants who seek assistance with our platform, providing event technical support to customers by emailing, live chatting, or instant messaging the team. Things move pretty fast at Grip so, although your role will be focused on supporting our clients and internal delivery team, it's likely you'll end up wearing quite a few hats and gaining experience across a variety of responsibilities, allowing you to discover opportunities for personal development and career progression.

As a Support Specialist at Grip, you’ll be responsible for:

Monitor delivery plans, report progress, and escalate to managers/teams when necessary.
Prioritise and process event participant, customer, and partner requests (via email, live chat, or instant message).
Investigate and resolve queries/tickets efficiently.
Provide assistance to customers/partners experiencing technical issues.
Maintain accurate service records.
Keep communication/data exchanges/information private and secure.
Learn how to use our product, support systems, and technology to deliver great customer care.
Liaise with company partners to ensure event participants/customers are serviced.
Work with the operations team to drive positive customer satisfaction results.
Work with the product marketing team to enhance/maintain our Knowledge Base.
Provide ongoing reporting on queries/identified trends.
Grip is a global company, so this role will require shift work/US timezone alignment.

Gripper Benefits include:

Remote working formate/ Flexible working
Private Health Insurance & Wellness Benefits
Company Training Sponsorship Programme
Enhanced and Inclusive Paid Parental Leave
Kind, fun and ambitious company culture
Career Progression Pathways, an opportunity to take lead in shaping an entire industry through AI

Experience and skills

We are searching for a diverse selection of individuals with excellent communication skills to join our team. We highly value a strong company culture fit and an enthusiasm to learn, and we are committed to providing comprehensive training and support to our team members. Our ideal team member will possess the following qualities:

Empathetic - People in customer service roles should genuinely want to help other people. That desire begins with empathy and a willingness to understand another person’s experience and see it through their eyes.
Tech savvy - Tech provides us with more ways than ever to communicate with each other. We refer to these as channels, and we often provide customer service simultaneously on many different channels.
Strong communicator - This job is about communicating with other people. Support Specialists need to communicate well both verbally and in writing. Communication is about listening, then clearly articulating ideas and information in an authentic way.
Master of simplicity - When a customer makes the effort to reach out and ask for help, it’s the Support Specialist’s job to quickly assess the problem, sort it all out, and then present the customer with the simplest answer possible.
Growth mindset - Products, technology, and policies will change over time, and you will need to change with them. You will need to demonstrate a drive for learning and growing.
Collaborative - This role requires excellent collaboration skills across teams, groups, and organisations. You will be able to communicate effectively with all levels of management, both internally and externally.
Experience with KPI Reporting and Support Metrics

We use remote support tools, such as Hubspot, Jira, and Salesforce. Experience with any of these tools is beneficial, but not required.

Grip

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Business Operations Coordinator