We are looking for a dual-function Operations Specialist to manage the end-to-end experience for both our professional partners and integral user base. This role acts as a bridge between two sides of a big digital marketplace, ensuring that service providers are successfully integrated and that individual users find success using our platform tools.
Rather than a traditional support role, this is a position for a problem-solver who can navigate multi-language environments, master proprietary software, and maintain the integrity of a global ecosystem.

Responsibilities
Customer Support & Experience
- Handle inbound and outbound calls, emails, and chat.
- Provide timely, empathetic, and solutions-oriented support across a wide range of queries.
- Support users across multiple regions by leveraging translation tools where needed, ensuring clear and accurate communication regardless of language.
- Manage the full user journey, ensuring end-to-end resolution and satisfaction.
- Build strong, trust-based relationships with users.

Issue Resolution & Case Management




- Troubleshoot and resolve technical, operational, and account-related issues.
- Manage complaints, cancellations, and negative reviews with professionalism and care.
- Document all interactions accurately in CRM systems (e.g., Zendesk, Jira).
- Escalate issues appropriately while maintaining ownership through to resolution.

Product & Platform Support
- Guide users in effectively using platform tools to achieve their goals.

User Journey Ownership
- Follow up across the full lifecycle of interactions to ensure completion and satisfaction.
- Act as a single point of contact where possible, reducing friction across touchpoints.
- Ensure a consistent experience across all user interactions.

Feedback & Continuous Improvement
- Collect and share feedback to improve:
- Internal tools
- Processes
- Overall user experience
- Contribute to process improvements and operational excellence initiatives.

Performance & Opera

📌 Partner Success and User Support Specialist (Cataluña)
🏢 Confidential
📍 Cataluña