Hybrid CS Operations Analyst — Escalations & AI Enablement

Les Mills International; Auckland; Ibrido; NZD 70.000 - 110.000; Tempo pieno

Vantaggi offerti da questo lavoro

Free gym membership

LM+ subscription

26 weeks full-pay parental leave

Health insurance discount

Company-wide connection opportunities

Global mobility

Dog-friendly office

Volunteer day

Free fresh fruit and snacks

Descrizione del lavoro

Les Mills International is seeking a Customer Service Operations Analyst to join our global Customer Service team in Auckland. This hands-on role serves as a Tier 2 escalation point, tackling complex customer inquiries and coordinating with Marketing, Product and Engineering to investigate issues.

You will coach colleagues, contribute to training and knowledge management, and help shape smarter, AI-assisted processes to improve customer outcomes while maintaining high service standards.

Competenze

• Hands-on customer service experience with complex inquiries.
• Experience with Freshdesk or Zendesk and Jira for issue documentation.
• Coaching, knowledge sharing and quality improvement experience.
• Ability to work across Marketing, Product and Engineering teams.

Mansioni

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

Conoscenze

Customer service

Problem solving

Escalations

Coaching

Knowledge sharing

Cross-functional collaboration

Strumenti

Freshdesk

Zendesk

Jira

Confluence

Descrizione del lavoro

Les Mills International is seeking a Customer Service Operations Analyst to join our global Customer Service team in Auckland. This hands-on role serves as a Tier 2 escalation point, tackling complex customer inquiries and coordinating with Marketing, Product and Engineering to investigate issues.

You will coach colleagues, contribute to training and knowledge management, and help shape smarter, AI-assisted processes to improve customer outcomes while maintaining high service standards.