Customer Success Operations Specialist

Job description

Traackr is a global SaaS technology company providing a data-driven influencer marketing platform that marketers use to optimize investments, streamline campaigns, and scale programs. Our customers range from some of the world’s largest companies in the beauty and personal care space to digitally native indie brands, which have all made influencer management and engagement a critical practice of their marketing and advertising programs. We are a remote-first company, and for the folks that like to meet in person, we have offices in San Francisco, New York, Boston, Paris, and London. We operate on a culture of mutual respect, with core value pillars including: **Trust**. We earn the trust of our team, customers, creators, and partners through transparency, predictability, and integrity. **Diversity**. Bringing diverse perspectives to the table results in stronger outcomes. All are welcome. **Value.** Through our words and actions, we strive to create tangible value for our customers and peers. We only succeed when our community succeeds. **Ownership**. We lead with action. We take pride in solving the hardest challenges and feel accountable for our commitments. **Mutual success**. We share goals with each other and with our clients. Alignment, collaboration, and empathy are the cornerstones of our success. This position is **100% remote**, with the understanding that occasional in-person attendance may be required for trainings, meetings, and team gatherings, as determined by your manager. This role sits at the center of how Traackr customers get help and get their data. You will cover both L1 and L2 support for customers using the platform, and you will also help deliver the data integrations that push Traackr data into customers' own systems. You will work closely with Customer Success Managers, the operations team, and our data and product partners, learning the product deeply enough to answer hard questions and spot the patterns behind them. Success looks like customers who get fast, accurate answers, integrations that land on time, and support processes that get measurably easier to run. ### Responsibilities - Handle L1 support through our support interface, resolving product and account questions quickly and clearly. - Take on L2 support for issues that need deeper investigation, reproducing the problem, identifying root cause, and escalating to data or engineering partners with the detail they need. - Troubleshoot platform and data issues, including data export errors, ingestion failures, and integration problems, working with internal teams to resolve them. - Support data integration projects for customers from initial request through configuration, testing, and handover, following an established implementation plan. - Help customers interpret the data they receive and apply it to their reporting, campaign, and measurement needs. - Run onboarding and training sessions for new customers, covering account setup and day-to-day use of the platform. - Track recurring issues and customer feedback, and share the patterns with product and Customer Success so they inform roadmap and service decisions. - Maintain support documentation, macros, and internal knowledge resources so the team answers L1 questions consistently. - Partner with Customer Success Managers on usage and adoption reporting, account analysis, and ad hoc account projects. - Work with customer success operations leadership to improve support workflows, service levels, and reporting, including testing AI tools that reduce manual work. ### Qualifications - 2-4 years of related experience and a bachelor's degree, or equivalent practical experience. - Experience in SaaS customer support, customer operations, technical support, or client services, including exposure to tiered support across L1 and L2. - Comfortable working with data day to day, including spreadsheets, pivot tables, and sanity-checking data files for accuracy. - Exposure to data integrations, ETL or ingestion processes, or API-based data exports, or a clear appetite to learn them quickly. - Working knowledge of SQL, or familiarity with data warehouses such as BigQuery, is a plus. - Familiarity with support tooling such as Intercom or Zendesk, and with reporting tools such as Tableau, Power BI, or DOMO, is a plus. - Excellent written and verbal communication, with the ability to explain technical concepts to non-technical audiences across multiple geographies. - Strong troubleshooting instincts, attention to detail, and the patience to get to the root cause rather than the quick answer. - Organized across multiple concurrent requests, comfortable asking for direction when priorities compete.