The Opportunity:
As a Client Success Operations Associate, you will be the first line of support for our hospitality and e-commerce customers. This role focuses on solving routine issues, documenting findings, and delivering empathetic, professional communication to customers.Weekend coverage is required (Saturdays and Sundays), with two weekdays off (preferred days off not Monday or Friday).  Please only apply if you are able to provide weekend coverageRespond to a high volume of customer tickets, calls, and emails with empathy, professionalism, and efficiency.Troubleshoot technical issues using logs, developer tools, DataDog, and internal tools.Provide clear replication steps, screen recordings, or documentation to escalate issues to Engineering.Translate technical findings into simple, actionable updates for customers and internal stakeholders.Assist in writing SOPs and contributing to knowledge base articles and internal documentation.Take ownership of escalated or pattern-based tickets and track them to resolution.Identify bugs or process inefficiencies and work with the team to improve the support workflow.Support common use cases such as PDF conversion and basic platform navigation.Maintain quality responses while averaging 25 solved tickets per day (≈575–600/month).Participate in customer calls, screen shares, or trainings when escalations require higher-level communication.