Operations & Customer Experience Specialist

Skill; Phoenix (AZ); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Subsidized health, vision, and dental

Paid sick leave

Retirement with match

Free online training

Job summary

Skill is seeking a highly organized operations and customer experience professional to act as the backbone of support for customers and our sales teams, driving flawless service delivery and efficient program execution.

You will streamline processes, resolve complex issues, and contribute to initiatives that enhance end-to-end service delivery while engaging with customers, partners, and senior stakeholders.

Qualifications

• Bachelor's degree in marketing or equivalent training.
• 5-7 years of professional experience in customer support, sales operations, account coordfmicination, or program operations.
• Strong case-management and customer service skills, demonstrating exceptional organization and follow-through.
• Clear and effective communication abilities, capable of engaging with customers, partners, and senior stakeholders.
• Proven ability to interpret operational data and develop actionable reporting.
• Proficiency with Excel, PowerPoint, Copilot, CRM/case-management tools, and collaboration platforms.
• A structured and analytical approach to problem-solving.

Responsibilities

• Manage the intake and coordination of support and warranty requests, working closely with support teams to open, document, route, and advance cases.
• Generate accurate and timely service tickets and ensure diligent follow-up through resolution.
• Proactively elevate stalled or high-risk cases, providing concise summaries of issues, actions taken, and next steps.
• Triage smaller opportunities to appropriate fulfillment paths, confirm acceptance by receiving teams, and track exceptions and outcomes.
• Maintain comprehensive trackers for cases, warranty requests, service tickets, escalations, and referrals.
• Report on key metrics including volume, status, aging, resolution, and recurring themes from escalations.
• Document repeatable workflows and identify opportunities for efficiency gains and process improvements.

Skills

Case management

Customer service

Communication

Data reporting

Excel

PowerPoint

CRM tools

Copilot

Education

Bachelor's degree in marketing

Tools

Copilot

CRM systems

Collaboration tools

Job description

Skill is seeking a highly organized operations and customer experience professional to act as the backbone of support for customers and our sales teams, driving flawless service delivery and efficient program execution.

You will streamline processes, resolve complex issues, and contribute to initiatives that enhance end-to-end service delivery while engaging with customers, partners, and senior stakeholders.