Customer Operations Specialist

Summary

Join Kopperfield, a company accelerating home electrification, as their Customer Operations Specialist! This role blends customer support and operational management, focusing on subscriber onboarding, communication, and system streamlining. You will handle payment inquiries, provide multi-channel support, manage technical issues, and document feedback. Operational tasks include account setup, creating automated messaging, maintaining knowledge bases, and ensuring CRM data integrity. This position requires strong customer service skills, technical aptitude, and experience in a fast-paced environment. The role offers a competitive salary, robust PTO, and remote work.

Requirements

• Availability during US business hours
• Mastery of English required at a native speaker standard
• 2+ years in customer support or operations
• Quick learner of technical concepts, particularly in electrical, HVAC, or solar
• Proficiency with CRM systems and communication tools
• Strong attention to detail
• Ability to thrive in fast-paced environments

Responsibilities

• Handle and process payment-related inquiries, including invoices and refunds
• Provide multi-channel support (email, chat, phone, and on the Kopperfield platform)
• Manage technical issues, escalate when required, and followup as necessary to confirm requests are resolved
• Handle subscriber inquiries and sales questions
• Document subscriber feedback and requests
• Deliver efficient, independent customer service
• Execute on new account setup tasks
• Create custom forms and automated messaging sequences
• Support the maintenance of external and internal knowledge base documentation
• Ensure CRM data integrity and provide integration support

Preferred Qualifications

• Venture-backed startup environment
• Construction, HVAC, electrical, or solar industries
• Product and engineering team collaboration
• Technical documentation management
• Able to read Spanish

Benefits

• A fixed salary of around $8000 per year
• A robust vacation and PTO schedule
• Remote work