G9/12 BNET O - Customer Experience & Support Specialist - Remote Eligible

Customer Experience & Support Specialist

Real opportunities. Real impact. Your career, redefined.

At Oceans, we believe that talent knows no boundaries. That's why we connect the best and brightest professionals with career-defining opportunities that challenge, inspire, and accelerate their career growth. Our community, whom we call Divers, don't just work—they dive deep, solve complex challenges, and make a real impact with global industry leaders. And in doing so, they don't just support bold ideas—they expand their skills, broaden their expertise, and grow their careers.

We're hiring a Customer Experience & Support Specialist to partner with a leading media and events company serving fast-growing industries. This role is central to supporting subscribers, event participants, and partners with timely, professional, and thoughtful communication, ensuring smooth operations during both daily workflows and high-volume event periods.

In this role, you'll manage inbound and outbound customer support, streamline operational workflows, and identify opportunities to enhance the overall customer journey. If you're proactive, detail-oriented, and passionate about creating outstanding customer experiences, this opportunity is designed for you.

Accountability

As a Customer Experience & Support Specialist, your success will be defined by your ability to resolve issues efficiently, deliver same-day support, and strengthen the customer journey across digital subscriptions and live events. You'll combine customer-first communication with operational excellence to enhance brand loyalty and satisfaction.

Here's how you'll make an impact:

Customer Support & Ticket Management

• Serve as the primary owner of all inbound support tickets (10–15 per day on average), ensuring same-business-day responses.
• Provide professional support for subscriptions, including user management, billing inquiries, renewals, refunds, and account issues.
• Handle outbound support related to events, including sponsor outreach and coordination of event-related requests.
• Route inquiries to the appropriate internal teams (sales, events, content, etc.) using internal collaboration tools.
• Adapt and personalize templated responses to ensure consistency while maintaining a customer-first tone.

Operations & Reporting

• Maintain accurate documentation of all support tickets and communications.
• Deliver weekly reports on support volume, outstanding issues, and trends.
• Collaborate with cross-functional teams (content, events, product, sales) to ensure customer needs are met and resolved.

Customer Experience Enhancement

• Identify recurring issues and recommend process improvements to reduce repeat tickets.
• Suggest and support workflow enhancements to streamline the customer experience.
• Maintain a professional, approachable, and positive brand voice in all communications.

Colleagues

You'll collaborate closely with internal and external stakeholders to ensure a seamless experience.

At Oceans, you'll also receive guidance and support from our Operations Manager, who will help you succeed in the role and ensure that you're continuously growing and developing in your career.

Skills & Qualifications

At Oceans, we believe in T-shaped individuals—those who bring deep expertise in one area, paired with broad curiosity and interests. As a Customer Experience & Support Specialist, your vertical focus will be customer service and ticket management, while your horizontal strengths should include reporting, collaboration, and process improvement.

To excel in this role, you should have:

• Experience: 1–3 years in customer service or account management, ideally in digital media, subscriptions, or event support.
• Tools: Proficiency in Zendesk (or similar ticketing systems) and strong skills with Google Sheets/Excel.
• Communication: Strong written and verbal communication, with the ability to explain solutions clearly and empathetically.
• Organization: Excellent ability to prioritize and manage multiple tasks in a fast-paced environment.
• Problem Solving: Detail-oriented approach with the ability to triage and resolve issues effectively.
• Mindset: Positive, proactive, and customer-first orientation.

Bonus skills:

• Experience with subscription management or billing systems.
• Familiarity with event operations support (sponsors, speakers, attendees).
• Background in media, publishing, or digital communities.
• Flexibility to adjust hours during live events to support time-sensitive needs.
• Exposure to SQL or data visualization tools for deeper reporting insights.

Diversity of experience is core to Oceans. You are expected to work inclusively with individuals from a variety of backgrounds, ensuring that both personal and collective dignity are supported.

During the interview process, you'll have the opportunity to showcase your skills in the following areas:

• Customer Service: How do you ensure customers receive same-day, professional responses?
• Problem Solving: How have you handled complex subscription or event-related issues?
• Reporting: How do you track and communicate support trends or recurring issues?
• Collaboration: How do you work with cross-functional teams to resolve customer challenges?
• Process Improvement: Have you suggested or implemented changes that improved customer experience?

Role Specifications

This is a remote role, where you will be expected to work a split shift with some overlap with our client's time zone. You will, however, be expected to be present for in-person training programs during your first 90 days with us. During the offer process, we'll share more information about our benefits and compensation philosophy, considering both market trends and individual factors.

About Oceans

At Oceans, we build remote teams that connect the world's top 1% of talent with visionary leaders. With us, you're not just doing a job—you're redefining your career with opportunities designed to unlock your potential. We welcome the chance to discuss the complementary parts of our business during your interview process and encourage questions about where we are and where we are going.