Customer Service & User Operations Specialist (Global Smart Home)

Job DescriptionJob Description

PLEASE NOTE THIS IS A HYBRID POSITION, MUST BE ON SITE IF NEEDED.

Key Responsibilities

• Manage and respond to customer inquiries via email and phone support tickets, focusing on timely and effective resolution of after-sales issues.

• Troubleshoot and identify root causes of customer problems, providing clear guidance and solutions.

• Coordinate user engagement programs such as beta testing, including recruiting participants, communicating logistics, collecting survey feedback, and conducting user interviews.

• Follow up on beta test progress and gather user insights to inform product improvement.

• Prepare and maintain accurate records, reports, and documentation in a clear and organized manner.

• Utilize office software tools (Word, Excel, PowerPoint, ticketing systems) proficiently.

• Collaborate with other internal teams (Product, R&D, Logistics) to relay user feedback and support continuous improvement.

Requirements

• Bachelor’s degree or above; experience in customer support, user operations, or a related field .

• Excellent verbal and written communication skills in English.

• Strong problem-solving skills, with the ability to analyze and resolve customer issues effectively.

• Proficient in Microsoft Office Suite and common business software tools.

• Experience with customer support ticketing systems is a plus.

• Detail-oriented, highly organized, and able to manage multiple tasks simultaneously.

• Comfortable working with users in the United States time zone.

Company DescriptionJoin a global leader in cloud- solutions and IoT innovation, driving secure and scalable platforms across industries. We collaborate closely with international partners, including China-based teams, to deliver cutting-edge technologies for connected ecosystems.Company DescriptionJoin a global leader in cloud- solutions and IoT innovation, driving secure and scalable platforms across industries. We collaborate closely with international partners, including China-based teams, to deliver cutting-edge technologies for connected ecosystems.