The Predictive Index is a talent optimization leader that empowers clients to solve their biggest challenges. The User Operations Specialist will manage client and partner inquiries, ensuring efficient resolution and improving the overall support experience.
Responsibilities
- Triage incoming client and partner inquiries across chat, email, and ticketing systems, quickly identify the root cause, resolve what can be handled independently, and route everything else to the right team with complete context
- Gather the right technical and operational details before escalating, so that Business and Technical Escalations, Engineering, and cross-functional partners can act without unnecessary back-and-forth
- Manage cases from intake through resolution or escalation, ensuring strong documentation and actionable context for cross-functional partners
- Help clients and partners navigate workflows and adopt best practices that reduce repeat friction and improve their experience with the PI platform
- Identify patterns in incoming requests and share insights that strengthen documentation, workflows, and product usability over time
- Show up for the team during high-volume periods, hold shared ownership of queue health, communicate proactively about capacity, and help keep coverage running smoothly across channels
Skills
- Strong customer service orientation, you communicate clearly and empathetically with clients, partners, and internal stakeholders, and take pride in making complex things easier to navigate
- Sharp troubleshooting instincts and sound judgment. You're comfortable working through technical and workflow challenges across multiple systems, and you know when to dig in independently versus when to bring in the right team
- You take pride in leaving every case better than you found it, because you know that clear notes and complete context are what separate a good handoff from a great one, and what keeps your team moving fast and your clients feeling taken care of
- A curious, progress-over-perfection mindset. You adapt quickly when workflows evolve, spot opportunities to make things better, and never stop asking why something works the way it does
- A collaborative mindset and willingness to contribute to shared coverage across support channels. Support is a team sport, and you show up like it
- You've worked across tools like Salesforce, Intercom, or Slack, or you're the kind of person who picks up new systems fast and isn't intimidated by AI-assisted tools like Fin. Either works
Benefits
- 401k
- Generous benefits package
- Unlimited PTO
Company Overview
The Predictive Index empowers companies to align their talent strategy with their business strategy for optimal results. It was founded in 1955, and is headquartered in Westwood, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.predictiveindex.com/.