What are the responsibilities and job description for the Operations Specialist position at Pura?
Operations Specialist
We are looking for an analytical and customer-oriented Operations Specialist at Pura. The right candidate would describe themselves as highly motivated with a knack for identifying & quickly solving problems. They would be patient, empathetic, and communicative. This person will work cross functionally to support the Customer Care team.
A Day in the Life of an Operations Specialist
The Operations Specialist will be working with customers via email, chat and occasionally phone calls. They will identify and assess customers’ and retail partners’ needs to achieve satisfaction and provide accurate, valid and complete information for highly escalated and/or sensitive customer situations, including but not limited to chargebacks, disputes, and BBB complaints. This person will help to create policies and processes meant to track or limit abuse of discount codes and work to proactively identify and prevent fraudulent activity within Pura’s e-commerce platform.
This role also supports the organization by handling retailer disputes tied to operations to ensure that our retail partners have a best-in-class experience with Pura. The Operations specialist will work with retailers to offer them support and troubleshooting in a timely manner. They will provide oversight into unauthorized reseller mitigation and notification. They will work closely with account managers and stay informed on escalations and/or bad reseller behavior.
The Operations Specialist will work “behind the scenes” as well, helping to influence improvements and additions to Chat-bot flows, as well as create and update operational reports. They will perform different levels of problem resolution & data analysis for Customer Care operations by proactively solving problems and actively improving processes and creating efficiencies.
This person will report directly to the Customer Care Director and be a key role within the Customer Care team.
Qualifications
- Demonstrated success in a previous support role, preferably in a small to medium sized contact center environment
- Experience with computer database systems/software
- Ability to multitask, prioritize, and manage time effectively
- Ability to handle highly escalated and/or sensitive customer situations
- Excellent communication and presentation skills
- Demonstrated proficiency in Google Suite
- Analytical thinker, with excellent written and verbal communication
- Previous experience creating policy and/or process documentation
- Detail oriented with strong organizational skills
*All candidates are subject to a background check.
Pura’s Story
Pura—a company that married smart-home technology and fragrance diffusers, all controlled by the Pura app. At Pura, our mission is to create a luxury fragrance experience in each home that can change moods and brighten days. We are partnering with the leading premium fragrance brands, celebrities and lifestyle brands in the industry to bring customers’ favorite scents to their home with the touch of a button. And that’s just the beginning.
Pura started in 2014 and raised a seed round of 4.4M in February of 2020. Pura thrives on hiring or creating the best talent, known as a young and hungry brand that is rapidly becoming a household name around the world.
Check out our Founder’s story and find out more about our perks and benefits offerings on our website. Explore the latest amazing fragrance launches on Instagram @pura.
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