Customer Service Business Operations Support

Job Title: Customer Service Business Operations Support Specialist
Location: Cumberland, RI (Hybrid: On-site Tuesday–Thursday; Remote Monday & Friday)
Duration: 12 Months
Pay rate:- $25/hr.  - $30/hr. on W2
 
Job Overview:

• The Business Operations Support Specialist reports to the Sr. Manager of Channel Strategy & Customer Experience and serves as the primary point of contact for business-critical systems and applications impacting day-to-day customer service operations.
• This role bridges the gap between business and IT teams, supporting system configuration, change management, and issue resolution to ensure seamless service delivery and customer satisfaction.

• Provide daily business support for systems used by Customer Service Operations, including issue escalation and resolution tracking.
• Act as the front line for help desk support, translating business issues into technical solutions and vice versa.
• Configure, maintain, and manage access to critical business applications.
• Document and govern system configurations and maintain accurate operational documentation.
• Monitor, report on, and audit automated communication processes (e.g., outbound calls, emails, SMS), ensuring compliance with SLAs, laws/regulations, and customer experience standards.
• Partner with Product and IT teams for system maintenance, incident management, and off-hour support during deployments or outages.
• Support and help implement new functionalities across channels including IVR/IVA, web, chat, SMS, email, CRM tools, and speech analytics.
• Collaborate across teams to define business requirements, test system enhancements, and ensure integration accuracy and efficiency.
• Assist with deployment planning, including release rollouts, contingency plans, and back-out procedures.
• Participate in emergency response roles during major events or storms, supporting critical business continuity and customer communications.

• Bachelor's Degree in Business, Information Technology, or a related field (or equivalent work experience).
• 3–5 years of experience supporting business and IT collaboration, preferably in customer service or operations.
• Strong problem-solving skills with the ability to identify issue patterns and propose systemic solutions.
• Experience with system troubleshooting, application performance optimization, and user support.
• Excellent verbal and written communication skills; able to translate technical issues to non-technical audiences.
• Proven ability to manage multiple tasks across various products and initiatives.

• Experience in the utility industry is a plus.
• Background in Agile project management or business process improvement.
• Prior experience in a call center or digital product support environment.
• Familiarity with tools such as Twilio, Salesforce, Sitecore, or similar platforms.
• Understanding of customer systems within regulated environments.