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Customer Operations Specialist

1 month, 2 weeks ago
United States
Contract
Mid Level
Customer Success
Customer and Technical Support
Apply Now
Owlet

Owlet

Owlet provides award-winning baby monitoring technology that tracks your baby's heart rate and oxygen levels, offering notifications for peace of mind in parenting.

Health Care Providers & Services
251-1K
Founded 2013
$208M raised
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Description

  • Leverage Zendesk analytics and other AI-driven platforms to track and report on support metrics, contact drivers, and bot performance trends.
  • Perform detailed ticket research to identify systemic technical issues and provide documented evidence for Engineering prioritization.
  • Partner with Product, Engineering, and Platform leaders to advocate for customer needs based on support trends and friction points.
  • Translate customer feedback into data-backed recommendations that inform technical roadmaps and product decisions.
  • Monitor customer reviews across app stores, retail sites, social channels, and other platforms to surface trends and key themes.
  • Assist with research, tagging, and analysis of review data to identify recurring product, UX, or support issues.
  • Coordinate responses to distributor and internal stakeholders to ensure timely and consistent communication across international partners.
  • Maintain working knowledge of the Owlet product ecosystem to serve as a technical resource for the team.
  • Collaborate with Customer Service Managers to audit, refine, and maintain troubleshooting guides and public-facing help articles.

Requirements

  • 3+ years in a customer support role, preferably in a technical, hardware, or cloud-based environment.
  • Strong analytical skills with the ability to use data to diagnose root causes, propose solutions, and drive process improvements.
  • Proven ability to manage multiple projects and priorities from initiation to delivery.
  • Exceptional written and verbal communication skills for distilling complex issues for diverse audiences and cross-functional teams.
  • Ability to thrive in a fast-paced, dynamic environment and adapt to shifting priorities.
  • Genuine passion for technology and alignment with Owlet's mission of empowering parents and ensuring infant safety.
  • Proficiency with CRM software, particularly Zendesk, preferred.
  • Experience using AI tools professionally and a desire to deepen that skillset, preferred.
  • Familiarity with Owlet products, early childhood tech, or global customer service frameworks, preferred.

Benefits

  • $35-$45 hourly wage.
  • Fully remote opportunity.
  • Flexible time scheduling.

Interested in this position?

Apply directly on the company website

Apply Now

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