[Hiring] Customer Operations Specialist @Cyncly

Role Description

We are looking for a personable, organized Customer Operations Specialist to serve as the first point of contact for our customers across phone and email. This role combines front-line service and support with billing assistance and training coordination, and is ideal for someone who enjoys variety, communicates clearly, and takes pride in keeping things on track.

• Customer Service & Communication:
  • Answer inbound customer phone calls and email inquiries promptly and professionally, escalating complex issues to the appropriate teams when needed.
  • Document every customer interaction in Zendesk (or comparable ticketing system), track open items, and follow up to ensure timely resolution.
  • Surface recurring questions and issues to help improve self-service resources and reduce repeat contacts.
• Billing & Account Support:
  • Assist customers with billing inquiries, including charges, invoices, payment status, and account balances.
  • Walk customers through the customer portal to add or update payment methods, troubleshooting issues as they arise.
  • Provide details on current products, pricing, and contract terms, and process changes such as adding or removing products, upgrades, downgrades, and cancellations in line with company policy.
• Training Coordination & Calendar Management:
  • Maintain trainer calendars in Outlook, Zoom, and Calendly, ensuring meeting links, time zones, and availability are accurate and conflict-free.
  • Send Calendly scheduling links to customers so they can book their own training sessions, and provide confirmations, prep materials, and follow-up communications as needed.
  • Track attendance and feedback to support a smooth training experience.
• Collaboration & Internal Support:
  • Work closely with sales, billing, training, and product support teams to ensure customer needs are met end-to-end.
  • Represent the customer’s perspective in internal discussions and support cross-departmental projects as assigned.

Qualifications

• Experience in a customer service or customer support role, including phone and email support.
• Hands-on experience with a help desk or ticketing system such as Zendesk, Freshdesk, or ServiceNow, including triage, tagging, and reporting basics.
• Working knowledge of Outlook, Zoom, and Calendly (or similar scheduling tools).
• Comfort handling billing-related conversations, including payment methods, contract details, and cancellations.
• Proficiency with Microsoft Office and the ability to learn new web-based tools quickly.
• Strong written and verbal communication, attention to detail, and ability to manage multiple open items independently.

Requirements

• Experience with Salesforce or a comparable CRM platform.
• Experience using Microsoft Copilot or other AI tools to support day-to-day work.
• Experience supporting a SaaS or subscription-based business model.
• Background in scheduling, training coordination, or operations support.
• Familiarity with customer portals or self-service billing platforms (e.g., Stripe, Chargebee, Recurly).
• Experience de-escalating difficult customer conversations with empathy and professionalism.

Benefits

• Flexible and autonomous work environment.
• Support from teammates and leaders committed to your growth.
• Opportunities to collaborate, challenge each other, and share knowledge.