Job details

Customer Operations Support Specialist (India)

Company Overview:

Woolf University is the first global collegiate university, on a mission to increase access to world-class education and ensure its global recognition. We harness advanced technological solutions including APIs and SDKs to uphold high accreditation standards and support exceptional educational experiences for students worldwide.

Role Overview:

We are seeking a highly organized and detail-oriented Customer Operations Support Specialist to join our growing team. You will be the first line of defense for our member colleges, providing critical support and troubleshooting to ensure a smooth onboarding and ongoing experience. This role operates within a fast-paced, sprint-based environment and requires the ability to prioritize tasks and manage a dynamic workload.

Responsibilities:

Member College Support:

Act as the first line of support for member college inquiries and issues related to Woolf University's technology suite (including Airlock).
Independently manage a smaller caseload of colleges, providing ongoing support and building strong relationships.
Utilize Zendesk ticketing system to efficiently manage college support requests, track progress, and document interactions.
Proactively identify and address potential college issues to minimize disruption.

Sprint Management:

Collaborate with the Customer Operations team to manage support tasks within the sprint framework.
Utilize project management tools like Notion to prioritize backlog items and track progress towards sprint goals.
Work independently and manage multiple deadlines while adhering to established sprint timelines.

Information Management:

Stay up-to-date on essential Woolf University policies and procedures to effectively assist member colleges.
Maintain internal knowledge base and document workflows for efficient information access.

Qualifications:

At least 2 years of experience in a customer-facing role focused on in-house product onboarding and on-going support.
Excellent organizational skills with a strong attention to detail.
Experience working with a ticketing system like Zendesk is a must.
Familiarity with project management tools like Notion is a plus.
Strong written and verbal communication skills.
Good written & spoken English.
Ability to prioritize tasks, manage multiple deadlines, and work independently.
A positive and proactive attitude with a willingness to learn.
Familiarity with educational technology (a plus).