Product Operations Specialist
Reach Pros, Inc. - Westlake Village, CA

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Merchant Centric is seeking a Product Operations Specialist. As a Product Operations Specialist you will troubleshoot tier 2 technical issues, set-up and support CRM tools and processes to support customer service, sales, and finance.

This is a lifetime opportunity to join at this stage…we are a vibrant, well-funded start-up company working on a new, cutting-edge self-service platform to help small businesses better utilize online marketing. No one approaches this fast emerging market quite like we do and this gives us a huge competitive advantage. We are going after a multi-billion opportunity and are well positioned to gain huge market share based on our technology, market strategy and traction in the industry.

What's in it for you?

  • Job satisfaction from building and deploying cutting edge massively adopted service that will dramatically help small businesses and have measurable impact you can point to
  • Room for growth, challenge, & additional leadership & growth opportunities.
  • Competitive compensation, medical, dental & Pre-IPO Options
  • Opportunity to join a firm that is making huge strides in technology and how local businesses interact and monetize the internet and reach a new client base

What you will be doing:

  • Promptly handle all types of customer escalation cases.
  • Provide effective and timely communication about case and issue status to the Customer Service, Sales, Finance, Product Management, & Engineering.
  • Serve as a strong customer advocate at Product and Engineering meetings to shape requirements, priorities, and the release of new features and functionality.
  • Strong ability to troubleshoot complex technical problems and escalate to the proper resources for timely resolution.
  • Experience in setting up and supporting Customer Service, Sales and Finance processes using Infusionsoft CRM or equivalent applications.
  • Recommend policy and workflow updates to reduce escalations.

What you need:

  • At least 3-5 years of relevant experience
  • Previous experience with Infusionsoft CRM or equivalent applications, implementing sales and support workflows and processes
  • Demonstrated analysis, problem solving and troubleshooting expertise
  • Working knowledge of Databases and SQL Queries
  • Strong verbal and written communication skills
  • Ability to track complex problems in a dynamic and evolving environment to complete resolution.
  • Easy and adaptive personality and customer service-oriented disposition.
  • Excellent interpersonal skills with ability to work effectively with all levels of customers and company employees across departments.