Customer Service Operations Associate

Getty Images is a leading visual content creator offering a range of content solutions. The Customer Service Operations Associate role involves supporting day-to-day customer service operations, managing content, and assisting in user acceptance testing to enhance the customer experience.

Responsibilities:

• Monitor AI-grounded chatbot and AI agent interactions and performance metrics to identify trends and suggest content opportunities based on supporting data
• Support maintenance of content owned by the Customer Service Operations team to identify content gaps, provide suggestions on how to improve accuracy and understanding of process, product, and policy information for CSAs, chatbots, and AI agents
• Track, manage, and publish Customer Service content, e.g., Quick Texts, Email Templates, External FAQ Articles, etc., to ensure current and accurate information as it aligns with go-to-market releases
• Provide assistance in testing Salesforce workflows, tools, and enhancements across Customer Service channels using established UAT methodologies
• Provide assistance in evaluating AI-driven solutions and automation (including chatbots and AI agents) to ensure accuracy, usability, and alignment with content and customer experience standards
• Provide input on identified Customer Service issues and help the Customer Service Operations team validate fixes released by the technology team
• Provide feedback on usability and functionality on Salesforce workflows and enhancements from a frontline customer support perspective
• Provide assistance in drafting, reviewing, and publishing internal communications, e.g., Slack, SharePoint, etc., to the global Customer Service team regarding upcoming launches, tests, and operational changes
• Support the Customer Service Operations team in helping to ensure frontline teams are informed and prepared for new tools, processes, and business updates
• Assist the Customer Service Operations team in identifying training needs and gaps for the Customer Service team based on operational changes and frontline customer support feedback
• Assist the Director of Customer Service Operations in the go-to-market cross-functional planning to align Customer Service strategies with the overall customer experience
• Other duties as required

Requirements:

• Bachelor's degree or equivalent experience
• 1-2 years of experience in Customer Service or operations role
• Strong written and verbal communication skills, with the ability to communicate effectively to convey status and issues to cross-functional teams to drive solutions
• Possesses strong problem-solving skills to tackle challenges
• Demonstrated experience using Salesforce or equivalent CRM system
• Proficient use of MS Office (Word, Excel, PowerPoint)
• Self-motivated and proactive, adept at learning new systems, tools, and skills
• Basic analytical skills to gather, interpret, and assess data to draw conclusions, solve problems, and make data-driven decisions
• Ability to work cross-functionally and manage multiple priorities in a fast-paced environment
• Eagerness to learn and grow within a technology-enabled customer service organization