User Operation Specialist at Crossover Microfinance Bank

About the Role

We are seeking a highly organized and customer-focused User Operations Specialist to support our growing user base and improve the overall user experience. The ideal candidate will be responsible for managing user inquiries, resolving issues efficiently, analyzing user feedback, and collaborating with cross-functional teams to enhance operational processes.

Key Responsibilities

• Serve as the primary point of contact for user inquiries, complaints, and support requests
• Investigate, troubleshoot, and resolve user issues within agreed timelines
• Monitor user activities, identify operational gaps, and escalate critical issues
• Analyze user trends and feedback to recommend process improvements
• Prepare periodic reports and insights to guide decision-making
• Ensure all user interactions meet company service standards

Requirements

• Bachelor's degree in any relevant field
• 3–4 years' experience in user operations, customer support, or related roles
• Strong analytical, communication, and problem-solving skills
• Proficiency with CRM tools, support systems, and productivity software
• Ability to multitask, prioritize, and work in a fast-paced environment
• High level of professionalism, empathy, and attention to detail