Customer & Contract Operations Specialist

About the Role

We are looking for a detail-oriented and customer-focused Customer & Contract Operations Specialist to support the operational side of customer relationships, from contract coordination to issue resolution and customer experience improvement.
This role works closely with Customers, Sales, Finance, Legal, and Technical teams to ensure customer requests are followed up properly, issues are resolved efficiently, and customer insights are translated into process improvements. 

Responsibilities

• Coordinate customer contract processes with Legal and Finance, including information collection, contract follow-ups, and signatures.
• Manage and follow up on customer contractual questions and requests.
• Monitor customer communication channels to identify issues that may lead to dissatisfaction and coordinate their resolution with relevant teams.
• Conduct customer onboarding and offboarding interviews and identify key pain points and improvement opportunities.
• Coordinate cross-functional teams to resolve customer issues and ensure proper follow-up until closure.
• Contribute to Customer Journey Mapping, identifying customer pain points and improvement opportunities.
• Support the design and implementation of Voice of Customer (VoC) processes.
• Document customer issues, feedback, and recurring operational problems and share actionable insights with relevant teams.
• Contribute to improving customer-related processes and operational workflows.

• 3+ years of experience in Customer Operations, Customer Success, Account Management, or a related customer-facing role.
• Strong experience in B2B customer management and cross-functional coordination.
• Familiarity with Customer Experience concepts and processes, such as Customer Journey, Customer Feedback, and VoC.
• Highly organized, detail-oriented, and process-driven.
• Strong follow-up and problem-solving skills with a strong sense of ownership.
• Excellent communication and coordination skills.
• Familiarity with Cloud services and technology products is a plus.

• Supplementary health insurance for you and your family (supports most treatments, including psychotherapy).
• Competitive salary with regular promotion opportunities.
• Reimbursement for educational courses, internet, and programs for self-development, such as art classes or learning a new language.
• Remote work opportunity.
• An exciting work environment with talented colleagues, cultural diversity, and openness to new ideas.
• Everything you need to work comfortably, including laptops and equipment for remote work.
• Various on-site meals and snacks.