Customer Support Operations Specialist (m/f/d)

Usercentrics is seeking a Customer Support Operations Specialist to optimize and scale their Customer Support strategy. This role involves designing and implementing processes for improving efficiency, streamlining workflows, and enhancing customer experience. The ideal candidate will be data-driven, collaborative, and passionate about building scalable systems that empower both customers and internal teams.

Requirements

• 5+ years of experience in customer or customer support operations
• Advanced proficiency in Zendesk (preferred), Jira Service Management, ServiceNow, Freshdesk, or Salesforce Service Cloud
• Strong understanding of customer journeys
• Experience in building reporting frameworks and dashboards
• Excellent documentation, communication and project management skills
• Strong analytical skills with ability to interpret complex data
• Proven ability to lead organizational change
• Experience in building reporting frameworks
• Strong analytical skills with attention to detail
• Excellent documentation, communication and project management skills

Benefits

• Personal development budget
• Job-related language courses
• Workcations