Customer Operations Specialist - Austin Area, Texas

Position Summary

The Customer Operations Specialist will be the primary point of contact for Mancomm’s customers and community members, ensuring seamless onboarding, precise order management, and prompt resolution of inquiries. In this role, you will work closely with our sales and marketing teams to create an outstanding customer experience at every touchpoint.

You’ll use AI-powered tools, chat systems, phone calls, and automation to deliver fast, accurate, and helpful support to both customers and prospects. Every interaction will be an opportunity to create value, while your skills in communication and problem-solving will help drive continuous improvement in our processes and service.

Key Responsibilities

• Demonstrate an outstanding ability to work independently , while following up consistently to ensure customer needs are met.
• Serve as the first point of contact for customers — responding by phone, email, and chat with patience, clarity, and care, while leveraging AI and automation to improve speed and accuracy.
• Build strong relationships with customers, motivating them and identifying opportunities to expand their use of Mancomm’s solutions.
• Troubleshoot and resolve issues with empathy, turning challenges into positive experiences and applying AI tools where they add value.
• Support customer orders and requests, guiding them through smooth digital workflows and established CRM pipelines.
• Welcome and qualify inbound leads from marketing outreach and chatbots, listening closely and connecting them to the right next step.
• Collaborate with internal teams to refine processes so that AI and automation enhance, not replace, the human connection.
• Maintain clear, accurate records of customer interactions to support continuity and growth.
• Identify patterns in customer needs and share feedback that drives improvements in both customer experience and AI / chat support.
• Stay adaptable in a fast-paced environment, balancing multiple priorities while keeping people at the center of every process.

Requirements

Qualifications

Benefits