Operations And Customer Support Specialist

The KnockNok App by Gaia features 70+ household repair and maintenance service categories. We work with both homeowners and property management companies. We currently have operations in Toronto, Vancouver, and Ottawa, with expansion plans.

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The Operations Specialist position is responsible for handling all issues concerning orders that are placed by our clients. This includes: contacting the client to obtain missing incorrect information and resolving any inconsistencies with requests from our clients. This position will also perform functions in other departments to assist in completing background reports, including processing individual searches, special research, data entry, quality control reviewing final reports, and anything that will assist the overall goal of the organization.

Responsibilities:

- Assist the business operations manager in planning, organizing, and coordinating functions relating to the operation of the business.

- Maintain an updated client, customer, contractor, and supplier management system.

- Perform daily operation of the App, act as the primary point of contact for users, and enhance the connection between users and the platform;

- Provide timely support to resolve reported users’ problems; build and maintain close working relationships with internal clients.

- Maintain and share professional knowledge through education and presentations;

- Constantly improve and modify products based on the user’s perspective and propose improvement plans to enhance user experience;

- Collects and analyzes operation data and ensures appropriate documentation for future references;

Qualifications:

Required:

- Bachelor’s degree in operation management, business administration, or related field;

- 1- 3 years of experience in operation-related, business development, or sales position;

- Excellent communication in English and presentation skills;

- Strong data analysis and logical analysis skills;

- Fast learner with strong execution and great comprehension;

- Great customer service attitude and is a team player.

Nice-to-have:

- Experience with the operation of an App or a C2C platform;

- Strong leadership, presentation, and communication skills.