As a Customer Operations Specialist, you’ll be the go-to person for our clients - ensuring every interaction with Flextribe is smooth, efficient, and delightful. You’ll manage day-to-day support, onboard new customers, improve our knowledge base, and act as the voice of our users internally.

This is a dynamic and hands-on role where you’ll wear multiple hats - from customer onboarding and support to process optimisation and light marketing collaboration.

Key Responsibilities

Customer Support & Success

• Serve as the first point of contact for customer inquiries and support requests via chat, email, and other channels.

• Troubleshoot and resolve issues efficiently while maintaining a friendly, professional tone.

• Proactively identify common issues and opportunities to improve the overall support experience.

Customer Onboarding

• Guide new clients through the onboarding process to ensure a seamless start with Flextribe’s platform.

• Deliver onboarding sessions, walkthroughs, and product demos tailored to each client’s needs.

• Collaborate with internal teams to continuously improve the onboarding journey, making it more efficient and engaging.

• Track onboarding progress and success metrics to ensure customers are set up for long-term success.

Knowledge Base & Process Optimisation

• Build, maintain, and continuously improve our customer-facing Knowledge Base and internal documentation.

• Develop clear, helpful articles and guides that empower users to self-solve and better understand our platform.

• Collaborate with Product and Design teams to ensure support and onboarding materials stay aligned with product updates.

Customer Insights & Product Collaboration

• Collect and synthesise feedback from users, turning insights into actionable recommendations for Product and Design.

• Participate in product discussions to ensure customer needs are represented and addressed.

• Track recurring support trends to help guide roadmap and feature prioritisation.

Cross-functional Support

• Partner with the Marketing team to share customer success stories, FAQs, and content ideas.

• Assist in light marketing or communication tasks (e.g., newsletters, onboarding emails, or help center updates).

• Contribute to internal initiatives that strengthen customer experience and operational excellence.