Customer Support Operations Specialist

As a Customer Support Operations Specialist you will supporting the day-to-day operations and software systems of MURAL’s Customer Support team. You will be juggling a diverse workload including documenting and improving processes, analysing our toolchain and leading the charge on tooling improvements. In short, your mission is to support the scaling of our global Customer Support team!

Your responsibilities will include:

• Reporting to the Director of Customer Support, you will develop a flexible process and tool execution strategy to support the growth and scalability objectives of MURAL’s Customer Support team
• Owning and driving projects to completion in agreement with relevant stakeholders in a cross-departmental function
• Leading the implementation of new systems as needed to support evolving processes and critically evaluate our use of existing systems with a view to improve global efficiency
• Working closely with engineering and go-to-market teams to ensure Customer Support is prepared for an ever-evolving product
• Aligning Customer Support processes cross-functionally with other departments to ensure the best possible customer experience

YOUR PROFILE

We are looking for dedicated individuals who can work independently in a fast-paced startup environment. The ideal candidate will have:

• Fluency in spoken and written English
• Demonstrated knowledge of customer service dynamics
• Experience (as an admin or power user) with Intercom, Aircall and Qualtrics
• Strong organization, research and time management skills; ability to manage multiple projects and competing priorities
• The curiosity to find new, better ways to solve problems
• Possess interpersonal skills to deal with business partners across Finance, HR and others

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