Customer Experience & Ops Associate

Lette; Ireland; On-site; EUR 35,000 - 48,000; Full time

Job summary

Lette is seeking a Customer Operations Associate to join our team in Ireland. You will be the first point of contact for customers, supporting across onboarding, adoption, and ongoing success, while digging deeper to identify the real root causes of issues and driving improvements with Product and Engineering.

You will engage across support channels, own tickets end-to-end, and help evolve our support docs as the team grows, all while delivering empathetic, clear communication.

Qualifications

• Fast, clear thinking and ability to act in new situations.
• Root-cause instincts with experience diagnosing problems.
• Self-directed problem-solving with good judgment.
• Excellent written and verbal communication with empathy.
• Organized and detail-oriented, able to juggle multiple threads.
• Curious and eager to learn our product in depth.

Responsibilities

• Respond to customer questions and issues across channels, resolving them quickly.
• Support onboarding and drive adoption and retention.
• Dig past symptoms to root cause; work with Product and Engineering to fix it.
• Own tickets end-to-end - investigate, resolve, or escalate with context.
• Partner with product and engineering to surface bugs and process gaps.
• Help build and improve support docs and FAQs as the team grows.

Skills

Quick thinking

Root-cause instincts

Self-directed problem solving

Communication

Organized & detail-oriented

Curious to learn product

Tools

Intercom

Job description

Lette is seeking a Customer Operations Associate to join our team in Ireland. You will be the first point of contact for customers, supporting across onboarding, adoption, and ongoing success, while digging deeper to identify the real root causes of issues and driving improvements with Product and Engineering.

You will engage across support channels, own tickets end-to-end, and help evolve our support docs as the team grows, all while delivering empathetic, clear communication.