Customer Support Operations Specialist

Customer Support Operations Specialist

Vatic International

Vatic International is a digital marketing agency expanding its customer support offering for clients. We are looking for a Customer Support Operations Specialist who combines strong communication skills with an analytical mindset and an interest in building a career in customer experience and operations.

This is a strong opportunity for someone early in their career, including recent graduates who enjoy working with people, solving problems, and using data to improve performance.

The role is hands-on and combines customer support, operational coordination, reporting, and analysis. You will work directly with customers, help keep day-to-day support activity organized, track key customer service metrics, and use data to identify opportunities to improve the customer experience and overall service delivery.

What You’ll Do

• Provide customer support through email, SMS, phone, and client platforms
• Assist customers with questions, account issues, scheduling changes, and basic technical support
• Help ensure customer communications are timely, accurate, professional, and aligned with client expectations
• Coordinate daily customer service activity and help ensure open requests are handled efficiently
• Support team members with customer questions, escalations, and issue resolution
• Help maintain consistent customer service processes across client accounts
• Assist with onboarding and training of customer service team members
• Track customer service performance and identify areas requiring attention
• Build and maintain recurring reports
• Analyze customer service data to identify trends, patterns, and recurring issues
• Monitor KPIs such as response time, resolution time, contact volume, escalations, customer satisfaction, and team productivity
• Create summaries and performance reporting for leadership and client-facing teams
• Use data to recommend improvements to workflows, staffing, training, and customer outreach
• Learn and work within multiple client platforms, systems, and applications
• Help develop scalable customer service processes as Vatic International’s customer support offering grows

Customer Service & Operations

The Customer Support Operations Specialist will play an important role in keeping customer service activity organized and moving forward.

Responsibilities may include:

• Monitoring open customer requests and unresolved issues
• Following up on customer needs that require additional action
• Identifying issues that may need to be escalated
• Helping coordinate workload across the customer service team
• Supporting consistent service standards
• Maintaining organized records and communication history
• Identifying recurring customer issues and helping improve the processes behind them
• Working with other Vatic International team members to support client service goals

Because Vatic International works with multiple clients, the position requires the ability to adapt to different businesses, brands, customer audiences, and service expectations.

Analytics & Reporting

Analytics is an important part of this position.

The Customer Support Operations Specialist will help:

• Collect and organize customer service data
• Build and maintain recurring reports
• Track customer service KPIs and performance trends
• Compare results across time periods, team members, or client accounts
• Identify trends, exceptions, and areas requiring attention
• Analyze recurring customer contact reasons and issues
• Create clear summaries of customer service performance
• Help leadership understand what the data is showing
• Support decisions related to staffing, workflows, training, and customer outreach
• Identify opportunities to improve customer service performance and efficiency
• Use Microsoft Excel for reporting, data analysis, pivot tables, formulas, lookups, and identifying trends

Systems & Tools

You may regularly work with:

• Reamaze – customer communication and support management
• Microsoft Outlook – email and internal communication
• Microsoft Excel – analytics, reporting, and performance tracking
• Client CRM systems, websites, applications, and customer platforms
• Other reporting, project management, and communication tools as needed

The ability to quickly learn new software and client systems is important for success in this position.

What We’re Looking For

• Strong analytical and problem-solving skills
• Strong written and verbal communication
• Customer-focused mindset
• Comfort working with numbers, data, and performance metrics
• Strong Microsoft Excel skills
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities
• Ability to communicate professionally with customers and clients
• Ability to learn new software and technology quickly
• Ability to work independently while collaborating with a team
• Curiosity and a desire to improve processes
• Ability to identify patterns and turn data into practical recommendations
• Interest in customer experience, operations, analytics, or future team leadership

Education & Experience

• Bachelor’s degree or equivalent experience preferred
• Previous customer service experience is helpful but not required
• Internship, academic, or project experience involving Excel, analytics, reporting, or customer-facing work is valuable
• Entry-level and early-career candidates are encouraged to apply

Benefits

Vatic International offers a benefits package that includes:

• Flexible Time Off policy
• Health care coverage
• Dental coverage
• Life insurance
• 401(k) retirement plan

Why Join Vatic International

This role offers the opportunity to build experience across customer support, analytics, operations, client service, and process improvement within a digital marketing agency environment.

You will have the opportunity to work with real customer data, develop reporting and operational skills, interact with a variety of clients and customer audiences, and help shape a growing customer service offering.

As the customer support function grows, this role has the opportunity to take on increasing responsibility across customer service operations, analytics, process development, and team leadership.

Compensation

Base salary: $50,000–$60,000 annually, depending on experience and qualifications.