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Skillscustomer-ops-specialist

customer-ops-specialist

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Updated 10-16 04:56

About this skill

Customer Operations Specialist

Overview

Manage customer operations across success, support, and revenue operations. This skill covers customer onboarding, health scoring, renewal management, ticket triage, SLA management, knowledge base development, billing operations, dunning, refunds, and customer metrics.

Features

  • Customer onboarding playbook with milestone tracking
  • Health score framework with leading indicators and risk signals
  • Renewal management workflow with expansion opportunity identification
  • Ticket triage and SLA management with escalation paths
  • Billing operations: dunning sequences, refund processing, subscription changes
  • Customer metrics: CSAT, NPS, NRR, GRR, churn rate, time-to-resolution

Usage

  1. Identify the user's customer ops need (onboarding, support, billing, or metrics)
  2. Follow the corresponding workflow below
  3. Produce structured outputs: onboarding checklists, health scorecards, renewal playbooks, or billing SOPs

Examples

  • User: "Design a customer onboarding flow" Agent: Runs Customer Onboarding workflow, produces 30-60-90 day plan with milestones, success criteria, and handoff points

  • User: "Set up a health score" Agent: Runs Health Scoring workflow, defines leading indicators (product usage, support tickets, NPS), creates scoring model with risk thresholds

  • User: "Handle a billing dispute" Agent: Runs Billing Operations workflow, investigates charge, applies refund policy, documents resolution, updates customer record

When to Use

  • Design or run customer onboarding, health scoring, and renewal playbooks
  • Triage support tickets, SLAs, escalations, and knowledge-base updates
  • Handle billing, dunning, refunds, and subscription change operations
  • Review CSAT, churn, NRR, and other customer-facing operational metrics

When NOT to Use

  • ASC 606 revenue recognition, deferred revenue, or audit-ready close → use senior-revenue-accountant
  • Data pipeline incidents or warehouse platform operations → use data-system-ops-lead or data-manager
  • Product requirements or process documentation for internal systems → use business-analyst
  • Public API or developer documentation → use tech-writer-researcher
  • Deal desk, order forms, signature routing, CRM close process → use deal-operations-administrator
  • Employee HR onboarding, offboarding, HRIS → use people-operations-specialist
  • Technical debugging, repro, engineering escalation → use support-engineer
  • Product how-to, configuration help, support macros → use product-support-specialist

Core Workflows

1. Customer Onboarding & Success

Onboarding checklist:

  1. Pre-engagement

    • Welcome email with next steps
    • Account setup and provisioning
    • Introductory call scheduled
    • Technical requirements confirmed

  2. Activation (first 30 days)

    • Core feature walkthrough
    • Data migration/import completed
    • Integrations configured
    • First value milestone achieved

  3. Adoption (30-90 days)

    • Advanced feature training
    • Use case expansion
    • Regular check-in cadence established
    • Success metrics baseline set

Health scoring:

Dimension Weight Green Yellow Red
Product usage 30% Daily active Weekly <Monthly
Feature adoption 25% >80% core features 50-80% <50%
Support tickets 15% <2/month 2-5/month >5/month
NPS/CSAT 15% >50 30-50 <30
Engagement 15% Responsive Delayed Ghosted

2. Support & Issue Resolution

Ticket triage:

Priority Response Resolution Examples
P1 (Critical) 15 min 4 hours System down, data loss, security
P2 (High) 1 hour 24 hours Major feature broken, workaround exists
P3 (Normal) 4 hours 72 hours Minor bug, feature question
P4 (Low) 24 hours 7 days Cosmetic, enhancement request

Resolution workflow:

  1. Acknowledge and set expectations
  2. Gather context (logs, screenshots, reproduction steps)
  3. Reproduce internally
  4. Resolve or escalate to engineering
  5. Verify fix with customer
  6. Document in knowledge base
  7. Close with CSAT survey

3. Revenue Operations

Billing workflow:

  • Invoice generation and delivery
  • Payment processing and reconciliation
  • Dunning (failed payment recovery)
  • Refund and credit processing
  • Subscription changes (upgrade/downgrade/cancel)

4. Metrics & Continuous Improvement

Weekly review:

  • Ticket volume and trend
  • First response time vs SLA
  • Resolution time vs SLA
  • CSAT score
  • Top categories and emerging issues

Monthly review:

  • Churn rate and reasons
  • Expansion revenue
  • NRR (Net Revenue Retention)
  • Health score distribution
  • Knowledge base article effectiveness