Bridge - Operations Associate

We're looking for an Operations Associate to join our Bridge team, which provides Slack-based support to developers integrating our APIs. As an Operations Associate, you'll work directly with developers to resolve their issues, take ownership of complex technical user issues, and collaborate with internal teams to resolve them. You'll also contribute to growing the Product Support operation, enhancing various aspects such as capacity planning and forecasting, operational tools and systems, workflow optimization and automation, metrics and reporting, quality control, and more.

Responsibilities:

• Analyze and troubleshoot complex technical issues through direct user interaction (Slack) and leveraging your knowledge of API documentation.
• Develop product and platform expertise, working closely with Engineering, Product, and Operations teams to diagnose and resolve user issues.
• Strategically optimize and scale support processes to enhance efficiency and improve the overall user experience, incorporating data-driven insights and metrics.
• Lead continuous improvement initiatives aimed at hitting key performance metrics.
• Create and refine documentation to empower users to resolve issues via self-service, reducing dependency on support teams.
• Constantly challenge the status quo and push for innovation in user support strategies and operational processes.

Requirements:

• 1-5 years of experience in a customer support role.
• User-first mindset and energized by the challenge of solving difficult problems.
• Excellent communication skills, both written and verbally.
• Analytical thinking and problem-solving skills.
• Prior experience in customer service or internal/external user-facing operations processes, organized, self-starter with passion for finding solutions to user challenges.
• Process-oriented mindset and ability to get things done.
• Enjoy working in an in-office environment with strong cross-team collaboration and support.
• Prioritize and enjoy working in a quick-moving environment.
• Humble and proven track record for working well across teams and with external partners.
• Willing to periodically work a weekend day for which you will receive a weekday off.