Product Operations Specialist
$63,000–$70,000 year
On-siteToronto, Ontario, Canada
Job Summary
Own high-volume Technical Operations tickets representing 35%–40% of total Support request volume, executing workflows for workspace provisioning, SSO configuration, and environment amendments per established SOPs. Diagnose and resolve operational issues using defined runbooks, escalating exceptions to Product Specialists or Engineering when processes are exceeded. Collaborate with cross-functional partners to identify inefficiencies, refine Standard Operating Procedures, and reduce manual effort while surfacing recurring customer friction points to Product and Engineering teams. Proactively monitor customer health to fix operational issues before they impact users and provide outstanding service to maintain the team's best-in-industry reputation.
Required Qualifications
- 2+ years of experience in one or more of the following areas: Application Support, Technical Support in a SaaS environment, Support Operations, Product Operations, Customer Operations, Financial Planning & Analysis (FP&A) or Financial Modeling
- Strong written and verbal communication skills, with experience collaborating effectively with both technical and non-technical stakeholders
- Track record of delivering accurate, detail-oriented work while following structured processes and maintaining a high standard of quality
- Experience quickly learning and adopting new software, tools, and technologies
- Ability to proactively identify, communicate, and escalate issues, blockers, and risks to keep work moving forward
- Experience working independently, taking ownership of outcomes, and building trust through empathy and accountability
- Proven ability to manage high-volume, repeatable work while maintaining accuracy, consistency, and quality
- Sound judgment to determine when to follow established processes, when to recommend improvements, and when to escalate exceptions
- Strong organizational and prioritization skills, with a history of delivering high-quality work on time
- Track record of delivering exceptional customer service and building trusted relationships with internal and external stakeholders
- Experience collaborating effectively in a fast-paced, global environment as part of a distributed team
- Experience partnering with cross-functional teams, managing internal requests, and balancing competing priorities while maintaining a customer-first mindset
Desired Qualifications
- Knowing a thing or two about spreadsheets or business planning
- Having dabbled in HTML, CSS, SQL, APIs, or Data Integrations
- Experience working with support ticketing systems, operational queues, SOPs, internal playbooks, or knowledge bases
- Experience using tools such as Notion, FreshDesk, Jira, DataDog, or similar platforms
- Any financial qualification such as Payroll, Accounting, Financial Risk Management, Pensions, or similar
- Professional proficiency in French and German
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