Customer Operations Associate

Day-to-Day Ticket Oversight:

• Monitor the ticket queue to ensure issues are progressing and prioritized correctly.
• Partner with peers to identify stalled tickets and take action to move them forward.
• Ensure all tickets are documented accurately, including root cause and resolution.

Escalation Handling:

• Own the triage and resolution of escalated customer issues, including order discrepancies.
• Investigate escalated issues thoroughly, coordinating with warehouse operations to find the root cause.
• Communicate resolution status to customers and internal stakeholders with clarity.

Team Support & Collaboration:

• Act as a knowledge partner for the customer support team and model best practices.
• Support the onboarding of new team members and identify process gaps.
• Provide informal feedback and encouragement to team members.