Customer Operations Specialist

Thnks; Franklin (TN); Hybrid; USD 42,000 - 56,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Dental Insurance

401(k) matching

Phone & Internet stipend

Hybrid work schedule

PTO 20 days

Holidays

Maternity leave

Life insurance

Long-term disability

Team events

Job summary

Thnks is seeking a Customer Operations Specialist to collaborate across teams and support client needs by handling operational tasks, projects, and inquiries. You will solve incoming customer inquiries via Intercom with speed and accuracy, and assist in troubleshooting and CMS actions to support account managers.

You’ll monitor platform performance, relay product feedback to the Product team, and contribute to a high‑service, data‑driven environment with a hybrid in‑office Friday remote schedule.

Qualifications

• 0–1 year of experience in customer support or customer-facing operations.
• Strong relationship-building with internal teammates and external stakeholders.
• Comfort with data and reporting dashboards to spot trends.
• Ability to prioritize and multitask in a fast-paced environment.
• Beginner-level experience with Excel or Google Sheets; eager to learn CRM/CMS tools.
• Excellent written and verbal communication with a helpful, respectful approach.

Responsibilities

• Solve incoming customer inquiries via Intercom with speed and accuracy, aiming for response times under three minutes.
• Act as an operational bridge, aiding customer-facing departments with complex client issues and troubleshooting support.
• Monitor platform performance and inform the Product team about system errors and user-suggested enhancements.
• Assist customers through phone or video chat to resolve high-priority requests.
• Manage and respond to departmental and client needs within the CRM.
• Conduct CMS actions to support clients and internal Account Managers.
• Collaborate with the Marketplace team to assist in the curation, development, and auditing of Thnks offerings.

Skills

Customer Support

Relationship Building

Data Fluency

Multitasking

CRM & CMS tools

Communication Skills

Excel/Sheets

Tools

Intercom

CRM software

CMS platforms

Excel/Sheets

Job description

Type: Full-Time

Reports to: Senior Director, Operations

Summary

Customer Operations Specialist works closely with all departments to support client and business needs by completing operational tasks and projects, as well as answering client inquiries.

Your Role

• Solve incoming customer inquiries via Intercom with an emphasis on speed and accuracy, aiming for response times under three minutes.
• Act as an operational bridge, aiding customer-facing departments with complex client issues and troubleshooting support.
• Monitor platform performance and directly inform the Product team regarding system errors and user-suggested enhancements.
• Assist customers directly through personalized phone or video chat interactions to resolve high-priority requests.
• Manage, track, and respond to departmental and client needs within the company CRM.
• Conduct precise Content Management System (CMS) actions to support clients and internal Account Managers.
• Collaborate with the Marketplace team to assist in the creative curation, development, and auditing of Thnks offerings.

What We’re Looking For

• Experience: 0 to 1 years of experience in a customer support, customer success, or customer-facing operations role.
• Relationship Builder: Strong relationship-building skills with both internal colleagues and external stakeholders.
• Data Fluency: Comfortable working with data and reporting dashboards to monitor trends and identify potential customer growth opportunities.
• Agile and Organized: Proven ability to prioritize, multitask, and perform effectively in a fast-paced, dynamic environment.
• Technical Aptitude: Beginner-level experience with Excel or Google Sheets, with a natural curiosity to learn new CRM and CMS software tools.
• Strong Communicator: Exceptional written and verbal communication skills with a tactful, helpful approach to problem-solving.

Our Commitment to You

• Comprehensive Benefits: Medical, Vision, and Dental Insurance (80-100% employer-covered).
• Future Planning: 401(k) matching.
• Stipends: Monthly cell phone and internet stipend.
• Work Environment: In-office Monday through Thursday with Friday remote.
• Work-Life Balance: 20 PTO days, company-paid holidays, and maternity leave.
• Wellbeing: Company-paid life and long-term disability insurance.
• Team Spirit: Regular team-building and community engagement events.