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We are seeking a highly skilled and motivated Customer Service Professional to join our team. This role is a vital part of our Customer Success Team, responsible for overseeing the onboarding process of vendors onto our cybersecurity system for our esteemed clientele.

The successful candidate will serve as the main point of contact for vendors on behalf of our clients, ensuring seamless integration and continued support throughout the vendor onboarding process. They must be comfortable with working under tight deadlines, multitasking, utilizing various tools, and managing and responding to a large influx of customer service-related inquiries.
The Role:
Vendor Liaison: Serve as the main point of contact for vendors on behalf of our clients, engaging in negotiations and handling communications over phone and email to ensure optimal terms and agreements for our service.
Onboarding Coordination: Ensures effective and timely onboarding process for vendors onto our cybersecurity platform, collaborating closely with internal teams and external stakeholders to ensure a smooth and efficient transition.
Difficult Conversations: Handle challenging conversations with vendors and clients professionally and effectively, addressing concerns and resolving conflicts to achieve mutually beneficial outcomes.
Issue Resolution: Proactively identify and address any issues or challenges that arise during the onboarding process, working diligently to find effective solutions and mitigate risks.
Working part time 3-4 Shifts per week.

We're seeking a Customer Operations Specialist (student position) to manage support tickets and work closely with our account management and technical teams to ensure smooth operations across our platform. You'll be the critical link connecting our customers with internal teams, including Finance, Risk/Credit, and Product - and you'll help us scale by designing automated workflows that leverage APIs, event-driven systems, and AI tooling.
Responsibilities
Manage and resolve support tickets through Freshdesk/Freshchat across multiple customer segments
Design and maintain automated workflows that connect Freshdesk, internal services, and third-party tools via REST APIs and webhooks/event streams
Leverage AI-powered tools (LLM agents, Claude, automation copilots) to triage tickets, draft responses, and surface insights from support data
Build internal tools and dashboards to streamline recurring ops tasks
Coordinate credit limit requests with the Credit team
Support collections operations and payment recovery workflows
Troubleshoot bank connection and payment processing issues, including tracing API calls, reading logs, and debugging event payloads
Provide the Product and Engineering teams with structured customer feedback, reproducible bug reports, and feature requests
Analyze ticket trends using SQL and AI-assisted analysis to identify systemic issues and propose automation opportunities