Customer Success Operations Support Specialist

About This Role

\\Completion of all pre\-screening questions is required for consideration in the selection process\\

Job Title: Customer Success Operations Support Specialist

FLSA status: Regular Full\-Time Remote

Reports to: Senior Director of Customer Success

Role Summary

As the Customer Success \& Operations Specialist, you are the backbone of the TrueLearn customer journey. Reporting directly to the Senior Director of Customer Success, you will handle the technical "heavy lifting" of onboarding new clients, managing our internal support tools, and ensuring our customer onboarding and implementation is seamless. This is a high\-impact, detail\-oriented role perfect for someone who loves systems, troubleshooting, and making sure nothing falls through the cracks.

Key Responsibilities

Technical Onboarding \& Product Setup

• Subject Matter Expertise: Develop a deep, expert\-level understanding of Medality, Picmonic, Apex, COMQUEST, and the full suite of TrueLearn products and services.
• Account Provisioning: Manually or semi\-automatically set up new client environments, ensuring all product modules and user permissions are correctly configured.
• Data Implementation: Help customers format and upload their initial data sets (rosters, historical data, etc.) into the platform.
• Quality Assurance: Perform a "pre\-flight" check on every new account to ensure the product is working perfectly before the CSM introduces it to the client.
• Process development and continuous growth: Gather quantitative and qualitative data from clients and partner with Product to improve the onboarding experience, product and content.
• Product Configuration: Assist clients with the initial product setup and configuration to ensure correct implementation of all technical aspects. Facilitate the integration of the new software with existing systems and data sources.

Operational Support

• System Administration and Reporting Assistance: Maintain the "health" of our CS tools (e.g., updating templates and guides, cleaning up accounts in Salesforce).
• Internal Documentation: Keep our internal "How\-To" guides for designated systems updated as the product evolves.

Support Triage

• Queue Management: Monitor the incoming support queue to ensure tickets are routed to the right person and that basic technical issues are resolved quickly.
• Troubleshooting: Act as the first line of defense for technical glitches, investigating issues before escalating them to the Engineering team.
• Documentation: Successfully documenting core backend processes

Communication and Teamwork

• Respond promptly and professionally to internal and external stakeholders.
• Coordinate cross‑functional tasks with Sales, Customer Success, Marketing, and accounting to meet deadlines
• Perform other related duties as assigned to support departmental and organizational objectives.

Qualifications \& Skills

• Bachelor’s degree in Business, Finance, Accounting, or related field—or equivalent work experience.
• 2\+ years in operations, technical implementation or customer success (SaaS or education/medical industry experience a plus).
• Customer Growth Mindset: Customer obsessed and experience operating in a high growth environment.
• Embraces the Unknown: Willingness to proactively adapt process and priorities based on evolving client needs
• Communication: Excellent communication, presentation, interpersonal skills. Ability to interpret data and influence key stakeholders at all levels of an organization.
• Technology and Project Management: Ability to manage multiple priorities and work independently. Solid experience with CRM software (Hubspot and Custify, a plus) MS Office (particularly MS Excel), and Google Suite.
• The "Systems" Mindset: You enjoy figuring out how software works and finding the most efficient way to get a task done.
• Technical Aptitude: Comfortable working with Excel (VLOOKUPs are your friend), CSV files, and basic CRM management.
• Strong written and verbal communication skills; collaborative, service‑oriented mindset
• Detail Obsession: You’re the type of person who notices a typo in a 20\-page document or a misconfigured setting in a software dashboard.
• Adaptability: TrueLearn is growing fast; you’re comfortable switching gears between a data cleanup project and a high\-priority onboarding setup.

Job Type: Full\-time

Pay: $50,000\.00 \- $55,000\.00 per year

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s)

• This role requires working with CSV files, Excel formulas (including VLOOKUP/XLOOKUP), and CRM tools. Which option best describes your experience?

1\. I regularly use VLOOKUP (or XLOOKUP), filters, pivot tables, and CSV manipulation. 2\. I can use basic formulas but have not used VLOOKUP before. 3\. I rarely use Excel or CSV files. 4\. I am not comfortable with Excel.

• Describe a time you diagnosed and resolved a technical issue in a software platform. What steps did you take?

(Short answer)

• This role requires catching configuration errors, data mismatches, and process gaps. How would you rate your attention to detail? Provide a brief example that demonstrates it.

1\. Excellent — I routinely catch errors others miss. 2\. Good — I catch most issues. 3\. Average — I sometimes miss details. 4\. Below average.

• Have you previously been responsible for setting up customer accounts, configuring software, or implementing a SaaS product?

1\. Yes, I have done this independently. 2\. Yes, but only with guidance. 3\. No, but I have related experience. 4\. No, I have not done this.

• How comfortable are you switching between tasks like data cleanup, onboarding setup, and troubleshooting within the same day?

1\. Very comfortable — this is how I prefer to work. 2\. Comfortable — I can adapt when needed. 3\. Somewhat uncomfortable. 4\. Not comfortable.

Education

• Bachelor's (Required)

Experience

• Google Suite: 1 year (Required)

Work Location: Remote