User Operations Specialist

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.ResponsibilitiesTriage 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 contextGather 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-forthManage cases from intake through resolution or escalation, ensuring strong documentation and actionable context for cross-functional partnersHelp clients and partners navigate workflows and adopt best practices that reduce repeat friction and improve their experience with the PI platformIdentify patterns in incoming requests and share insights that strengthen documentation, workflows, and product usability over timeShow 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 channelsSkillsStrong customer service orientation, you communicate clearly and empathetically with clients, partners, and internal stakeholders, and take pride in making complex things easier to navigateSharp 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 teamYou 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 ofA 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 doesA collaborative mindset and willingness to contribute to shared coverage across support channels. Support is a team sport, and you show up like itYou'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 worksBenefits401kGenerous benefits packageUnlimited PTOCompany OverviewThe 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/.



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