What are the responsibilities and job description for the Customer Operations Specialist - Austin Area position at Mancomm, Inc.?
Mancomm is seeking a Customer Operations Specialist who is both customer-focused and tech-savvy. In this role, you’ll serve as the primary point of contact for customer inquiries, leveraging AI-powered tools, chat systems, and automation to deliver fast, accurate, and helpful responses. You’ll ensure that every customer interaction ends with confidence — and that our processes continually improve through smart use of technology.
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat, with a focus on using AI and automation to improve speed and accuracy
- Troubleshoot and resolve customer issues with empathy while identifying opportunities to apply AI-driven solutions
- Manage customer orders and requests through internal systems, ensuring smooth digital workflows
- Handle inbound leads from marketing outreach and chatbots, qualifying opportunities and guiding prospects toward the next step
- Collaborate with internal teams to refine how AI agents and tools support customer operations
- Maintain accurate customer records, notes, and documentation in our platforms
- Identify and report trends in customer questions, complaints, or delays, recommending AI/chat enhancements where appropriate
- Balance multiple tasks and prioritize effectively in a fast-paced, technology-driven environment
- 2 years of experience in customer service, order processing, or operations
- Strong familiarity with chat platforms, AI assistants, or digital support tools
- Excellent verbal and written communication skills
- Strong attention to detail and organizational skills
- Comfortable using customer management systems, AI agents, and communication platforms
- Calm under pressure and committed to delivering an exceptional customer experience
- Bonus: experience in SaaS, compliance-related industries, or working alongside AI in customer-facing roles
Why Join Us:
At Mancomm, we believe delivering great service means combining a human touch with the latest technology. You’ll be a critical part of the customer journey, helping us adopt and improve AI-powered tools that make regulatory knowledge more accessible. If you’re passionate about helping people and excited to explore how AI can enhance customer operations — we’d love to meet you.
- Health, dental, and vision insurance
- Health savings account
- 401(K) retirement plan with company match
- Paid time off (PTO)
- Holiday Pay