EU Remote CX & Operations Specialist

Legitmark, Inc.; Union, Northern (NJ, KY); Hybrid; USD 46,000 - 70,000; Full time

Job summary

Legitmark is seeking a Customer Experience & Operations Specialist (EU) to support customers and optimize EU workflows. This remote EU position focuses on handling escalations, documentation, and cross-functional collaboration with authenticators, category leads, and product/engineering.

You will process authentication items, track issues, and communicate clearly with customers while maintaining high quality and timely responses.

Qualifications

• 2+ years in customer support, customer experience, operations, or a similar high-volume service role.
• Strong written communication in English — clear, calm, and precise with both customers and internal teammates.
• Comfort working across internal tools and queues while context-switching to live customer issues.
• Sound judgment on prioritization, escalations, and when to pull in specialists.
• A bias toward documentation and process improvement, not just ticket-by-ticket firefighting.
• Ability to work asynchronously and stay organized across multiple open threads.
• Based in the EU (or authorized to work remotely from the EU) and comfortable covering European business hours.
• Comfort with ambiguity and a bias toward action.

Responsibilities

• Review and process authentication items in our internal workflows for the EU queue, keeping quality and turnaround times high.
• Own escalations end-to-end: investigate exceptions, gather context, route to the right owner, and follow through to resolution.
• Support EU customers externally across email and other channels — submissions, results, account questions, and issue follow-ups.
• Partner with authenticators, category leads, and product/engineering when a customer or ops issue needs deeper investigation.
• Document patterns from escalations and support tickets so we can improve process, tooling, and customer guidance for the EU market.
• Help maintain and refine ops playbooks, queues, and handoff standards as volume grows.
• Flag recurring friction and propose practical fixes.

Skills

Customer support

English writing

Prioritization

Documentation

Remote work

EU work eligibility

Multitasking

Tool familiarity

Tools

Intercom

Zendesk

HubSpot

Job description

Legitmark is seeking a Customer Experience & Operations Specialist (EU) to support customers and optimize EU workflows. This remote EU position focuses on handling escalations, documentation, and cross-functional collaboration with authenticators, category leads, and product/engineering.

You will process authentication items, track issues, and communicate clearly with customers while maintaining high quality and timely responses.