Business Operations Freelance

Job Descriptions:

• Analyze, reproduce, and categorize product bugs and user-facing issues escalated by front-line CX agents before routing them to Engineering.
• Act as the 2nd escalation point for complex technical glitches, edge cases, and systemic product failures.
• Maintain clear, real-time communication with CX regarding bug fix statuses, system downtime, and release notes to align customer messaging.
• Design and streamline escalation workflows between CX, Product Managers, and Engineers to minimize Time to Resolution (TTR).
• Track recurring issue trends from CX tickets, translating user pain points into actionable insights and prioritized requests for Product Managers.
• Create internal documentation, troubleshooting guides, and conduct product update training sessions for the CX team.
• Collaborate with cross-functional teams within Product, Tech, Sales, and beyond
• Reporting on a regular and ad hoc basis on overall and business performances

Job Requirements:

• Final-year undergraduate student or recent graduate in Business, Industrial Engineering, Computer Science, or a related field.
• Strong interest in how tech products work and a passion for solving user-facing technical problems.
• Familiarity with basic spreadsheet tools (Google Sheets/Excel). Exposure to ticketing/project tools (Jira, Zendesk, Trello) is a plus.
• Clear written and verbal communication skills to explain technical concepts simply to non-technical teams.
• Methodical and organized when testing bugs and documenting step-by-step issue reproductions.