Customer Operations Specialist

Owlet (NYSE: OWLT) is redefining modern parenting with products that bring genuine peace of mind to millions of families worldwide. We obsess over meaningful innovation, because when parents sleep better, everyone does. Join a team that builds things that actually matter.

Position Summary:

Our Customer Service team acts as the voice of the parent — the critical link between our users and our Product, Engineering, and Platform teams. We are seeking a strategic, AI-first specialist who is analytically minded and thrives on turning data into action.

In this role, you will leverage AI tools and customer data to identify trends, manage follow-up activities, support action plans, and maintain SOPs across a broad range of customer and operational needs. By helping ensure issues are resolved efficiently and contributing to communication and collaboration across teams, you will play a key role in making sure nothing falls through the cracks.

Key Responsibilities:

• AI-Driven Root Cause Analysis: 
• Leverage Zendesk analytics and other AI-driven platforms to track and report on key metrics, including ticket volume, contact drivers, and bot performance trends.
• Perform in-depth ticket research to pinpoint systemic technical issues, providing Engineering with documented evidence to prioritize bug fixes and feature updates.
• Strategic Internal Partnering: 
• Partner with Product, Engineering, and Platform leads to advocate for customer needs based on support trends and friction points.
• Translate raw customer feedback into data-backed recommendations that directly inform technical roadmaps and product decisions.
• Review Monitoring and Analysis:
• Monitor customer reviews consistently across major platforms and channels (app stores, retail sites, social), flagging trends and surfacing key themes to internal stakeholders.
• Assist in the research, tagging, and analysis of review data to identify recurring product, UX, or support issues that warrant action.
• International Support:
• Coordinate responses to distributor and internal Owlet stakeholders, ensuring timely and consistent communication across international partners.
• Work cross-functionally to support ongoing efforts to enhance the experience for Owlet parents across international markets.
• Process and Knowledge Improvement: 
• Maintain a strong working knowledge of the Owlet ecosystem (Dream Sock, Cam, Dream App) to serve as a technical resource for the broader team.
• Collaborate with Customer Service Managers to audit, refine, and maintain internal troubleshooting guides and public-facing help articles for accuracy and clarity.

Requirements

• 3+ years in a customer support role, preferably in a technical, hardware, or cloud-based environment.
• Strong analytical skills with the ability to use data to diagnose root causes, propose solutions, and drive process improvements.
• Proven ability to manage multiple projects and priorities from initiation to delivery.
• Exceptional written and verbal communication skills, with experience distilling complex issues for diverse audiences and cross-functional teams.
• Thrives in a fast-paced, dynamic environment and adapts easily to shifting priorities as business needs evolve.
• Genuine passion for technology and a connection to Owlet's mission of empowering parents and ensuring infant safety.