Customer Service Ops Analyst - AI Escalations, Hybrid

Les Mills Brasil ??; Auckland; Ibrido; NZD 60.000 - 85.000; Tempo pieno

Vantaggi offerti da questo lavoro

Free gym membership

LM+ subscription

Health insurance discount

Flexible hybrid work

Descrizione del lavoro

Les Mills International is seeking a Customer Service Operations Analyst to join its global customer service team in Auckland. This hands-on role is a Tier 2 escalation point, resolving challenging enquiries and collaborating with Marketing, Product and Engineering to investigate issues.

You’ll coach colleagues, manage incidents, maintain knowledge, and help implement AI-assisted support tools while ensuring smooth operations across regions.

Competenze

• Solid hands-on customer service experience.
• Ability to handle complex customer situations and escalations.
• Experience coaching, training and sharing knowledge.
• Familiarity with AI-assisted customer support and improving processes.

Mansioni

• Be the go-to person for complex customer issues, escalations and technical investigations.
• Share expertise through coaching, training and knowledge management.
• Help shape smarter customer service processes and AI-assisted ways of working.

Conoscenze

Customer service

SaaS knowledge

Escalation handling

Coaching & training

Knowledge management

Freshdesk/Zendesk

Jira

Cross-functional collaboration

Strumenti

Freshdesk

Zendesk

Jira

Confluence

Descrizione del lavoro

Les Mills International is seeking a Customer Service Operations Analyst to join its global customer service team in Auckland. This hands-on role is a Tier 2 escalation point, resolving challenging enquiries and collaborating with Marketing, Product and Engineering to investigate issues.

You’ll coach colleagues, manage incidents, maintain knowledge, and help implement AI-assisted support tools while ensuring smooth operations across regions.