Product Operations Specialist L3

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Operations Specialist L3 based in India.** This role sits at the heart of global phone number operations, helping customers access, port, and manage the connectivity resources they need for their applications. You will provide advanced customer support across email, voice, and chat while troubleshooting product and service issues. The position combines customer advocacy, operational execution, technical problem-solving, and cross-functional collaboration. You will work closely with carrier partners and internal technical teams to resolve escalations and keep operational processes running smoothly. As a senior member of the operations team, you will also coach teammates, support quality, and help maintain strong service levels. The role offers exposure to complex systems, international stakeholders, process improvement, reporting, and data-driven operational decisions. It is a remote position in India, with occasional travel for team or project meetings and rotational overnight shifts. ### Accountabilities - Provide high-quality support for customer inquiries received primarily through email, as well as voice and chat, ensuring a consistent and positive customer experience. - Assess product and service issues and independently troubleshoot and resolve intermediate-to-advanced problems within the team's area of responsibility. - Respond effectively to advanced customer and internal stakeholder questions in core areas while handling intermediate questions across broader operational domains. - Act as a frontline escalation resource, confidently triaging complex issues to the appropriate Level 2 team through documented escalation processes. - Monitor operational tasks, queues, and service levels to ensure individual and team SLAs are consistently achieved. - Receive, review, and action incoming notifications from carrier partners. - Log customer interactions accurately and tag or categorize issues consistently to support reporting and operational visibility. - Learn and manage processes across multiple subject areas, ensuring day-to-day operations remain efficient and reliable. - Conduct root cause analysis to identify recurring issues and contribute to sustainable solutions and process improvements. - Collaborate frequently with technical teams to understand the underlying nature of issues and identify opportunities to improve processes. - Maintain and update process documentation to create consistent experiences for customers, team members, and internal stakeholders. - Coach and mentor less experienced team members as required, helping improve individual and team performance. - Perform quality audits when needed and provide constructive feedback to team members. - Take ownership of the team's operations and processes during a manager's absence. - Take on additional responsibilities and operational tasks based on business and team requirements. ## Requirements - 3–7 years of relevant professional experience, depending on the candidate's background and level of expertise. - Previous experience handling international customer escalations through email, voice, and chat. - Strong advanced email-writing skills and the ability to communicate clearly and professionally with international stakeholders. - Experience monitoring queues, workloads, and operational tasks while ensuring SLAs are consistently met. - Proven ability to coach or support the development of individual team members. - Experience working closely with technical teams and translating operational or customer issues into actionable information. - Previous experience conducting root cause analysis and contributing to process improvements. - Strong organizational skills, attention to detail, and the ability to prioritize and execute multiple processes simultaneously. - Excellent verbal and written communication skills, combined with a highly empathetic and customer-centric approach. - Ability to learn quickly and become proficient with complex systems, products, and operational processes. - Comfortable working independently while also collaborating effectively with cross-functional and international teams. - Ability to complete core responsibilities within established SLAs and maintain consistent quality standards. - Willingness to take on additional tasks and responsibilities as operational needs evolve. - Ability to work rotational shifts, including **6:30 PM–3:30 AM IST** or **9:00 PM–6:00 AM IST**. - Strong reporting and analytics capabilities, including **Looker queries/reporting and dashboard creation in Tableau**. - Experience running SQL queries is preferred. - Familiarity with Zendesk and JIRA is an added advantage. - Experience with quality auditing and team/process management is beneficial. ## Benefits - Fully remote work opportunity within eligible locations in India, including Karnataka, Tamil Nadu, Telangana, Maharashtra, and Delhi. - Competitive compensation based on experience and role requirements. - Generous paid time off and leave programs. - Parental and wellness leave. - Healthcare benefits, subject to applicable location-specific offerings. - Retirement savings program, subject to local eligibility and applicable benefits. - Opportunities to work with international teams and stakeholders across multiple time zones. - Exposure to global product operations, customer escalations, connectivity infrastructure, and technical support processes. - Opportunities to develop expertise in operational analytics, reporting, SQL, Tableau, Looker, and customer support technologies. - Occasional travel opportunities for project meetings, team gatherings, or in-person collaboration. - A collaborative remote environment that encourages continuous learning, ownership, initiative, and process improvement. - Additional benefits and perks may vary according to location and applicable employment policies.