Product Operations Specialist
The Job
Tango Card is on the lookout for our next Product Operations Specialist to support our Rewards Genius self-serve eGift Card business solution. You will be responsible for providing an exceptional client support experience to our business partners, helping them use our exciting product, and take in feedback to help improve Reward Genius.
Reports To: Product and Technical Support Manager
As a Product Operations Specialist at Tango Card, you will:
- Troubleshoot and solve customer issues via our internal tracking tools, supporting customers via email and phone, with strong writing skills.
- Provide technical support for our Rewards Genius product.
- Collaborate cross-functionally with other teams to find solutions for our business customers.
- Respond to customer queries in a timely and accurate way, via phone, and email.
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users).
- Help management track Rewards Genius support, gather data and insights to better understand uses and areas for improvement.
- Handle escalated customer cases and issues from our CSM (Enterprise Account Management) team with a sense of urgency and follow-through.
- Advocate for customers and define ways to continually add value to the Rewards Genius product.
- Communicate collected feedback on Rewards Genius to the product team for future enhancements
To be effective in our Product Operations Specialist role, you must have:
- Strong technical skills and knowledge.
- Able to prioritize and work efficiently within a ticket support system.
- Exceptional communication skills both written and verbal.
- Accomplished interpersonal skills with a customer-focused mentality.
- 4+ years of experience in a business customer-facing support role for a technology company (preferably SaaS).
Our ideal Product Operations Specialist at Tango Card will have most of the following skills and experience:
- Proficient with Intercom, SendGrid, Sumo, Salesforce, NetSuite, and Excel.
- Self-directed as circumstances change and priorities shift based on organizational needs.
- Critical thinking and proven ability to solve complex problems.
Please note: visa sponsorship is not available for this position.
- Competitive compensation package (money isn’t everything, but it helps)
- Medical, dental, and vision benefits (100% employer paid premium)
- Unlimited PTO and a generous holiday schedule
- 401(k) matching and equity opportunities (401(k) is a 100% match of up to 6%)
- Home-Office grant for ensuring a great WFH environment during social-distancing measures
- Award-winning culture that fosters autonomy, creativity, inclusion, transparency, and ownership
- Continued education and self-growth opportunities through Udemy
- Virtual fitness benefits through Classpass
- Dog-friendly offices
What We’re Up to at Tango Card
Tango Card helps thousands of companies reach their goals by making rewards and incentives easy to send and awesome to receive. Our customers genuinely love working with us, and it shows: We’ve made the Inc. 5000 list of the fastest-growing private companies in America for the last five years. We’re backed by a stellar group of investors, including the private equity firm FTV (which led a $35M growth equity round in 2018), Fyrfly Venture Partners, Floodgate Capital, Eric Schmidt’s Innovation Endeavors, SWaN & Legend partners, and WTI.
Why Work for Us
Tango Card is proud to have been rated one of the Best Companies to work for by Built In Seattle. We’re on an incredible path to be the #1 rewards provider, and we are hiring amazing people across all areas of the business to accomplish our vision.
We foster an office culture of autonomy and transparency with flexible working hours and slim team structures. We provide our team members with what they need to be successful—whether that’s the latest technology at their fingertips or empowering them to attend conferences about industry trends. We’re committed to promoting mentorship and career development opportunities for our team members. Our physical offices are designed for productivity and comfort with standing desks, comfortable pod chairs, and a very dog-friendly environment. If working from home is more your thing, many roles offer the choice to establish a remote office. With a company like Tango Card that’s experiencing high growth year over year, career opportunities abound and you have the chance to create, own, and grow your role.
COVID-19 Update: To learn more about how Tango Card has adapted during these times, take a look at our blog post, How Tango Card is Changing in the Face of COVID-19, by our CEO, David Leeds.
Tango Card is proud to extend its Voluntary WA State Paid Family Medical Leave Plan to employees across all Tango Card locations.
Tango Card is an equitable and equal opportunity employer; we’re strong because we’re diverse and prioritize inclusive practices. All applicants will be recruited and considered for employment regardless of their social identities, including but not limited to race, gender, color, religion, belief, national origin, age, sexual orientation, disability, and other protected classes. We thrive in the areas of recruiting and hiring when we have a growing awareness of the challenges faced by underrepresented candidates during the application and hiring process. We encourage all candidates to apply for roles they feel they have the skills to fulfill or a willingness to learn.