Customer Support Operations Specialist

Essential Duties and Responsibilities

• Build, maintain, and facilitate onboarding for new Customer Support employees.
• Deliver basic training on products, services, systems, and processes.
• Gather and organize operational information aligned with established KPIs and leadership needs.
• Support staffing forecasts, and business continuity activities.
• Maintain recurring reports, documentation, controls, and backup procedures.
• Coordinate improvement requests, action owners, and follow-up.
• Support the administration of the Customer Support systems, including CRM, phone, and reporting tools.
• Document processes, system requirements, business rules, and testing needs.
• Partner with team members to coordinate projects, system changes, training priorities, audits, and annual planning.

Additional Duties

• Additional duties as assigned

Minimum Qualifications

Education and/or Experience

• Bachelor's degree (B.A./B.S.) from four-year college or university and 2-4 years of experience in Customer Support operations, onboarding, project coordination, or a related field.
• Experience gathering, organizing, and documenting information from multiple sources.
• Ability to maintain established reports and align information with predetermined KPIs.
• Experience developing and facilitating employee onboarding or training.
• Strong organization, communication, collaboration, facilitation, and documentation skills.
• Experience with Salesforce, Microsoft 365, AWS Connect, or similar tools is preferred.
• Familiarity with Microsoft Copilot or similar a plus
• Experience supporting global or multilingual teams preferred
• Knowledge of data quality and validation a plus

Work Environment

At the IAPP, we value in-person connections fueled by fun, excellence, and communication. To align with this value, we have a hybrid work environment that allows for two remote days and three days in our Portsmouth, NH office.

About the IAPP

The IAPP is a policy neutral, not-for-profit association founded in 2000 with a mission to define, promote and improve the professions of privacy, AI governance and digital responsibility globally. More information about the IAPP is available at iapp.org (https://iapp.org/).

What We Offer

• Working at the IAPP is an opportunity like no other.
• In addition to a competitive compensation package including base salary, bonus and a full range of benefits, the IAPP offers a creative, supportive and flexible environment.
• Other perks include casual dress, a dog-friendly office, summer hours, and sabbaticals after seven years of service.
• We work in a “get-stuff-done” culture that values respect, personal and professional growth, and an entrepreneurial attitude.
• We have been named to Business NH Magazine’s Hall of Fame for “Best Small Companies to Work for in NH.” Want to be part of our dynamic and rapidly growing organization?
• View more information about all of our open positions on our website: https://iapp.org/about/iapp-careers (https://iapp.org/about/iapp-careers).

Equal Opportunity

Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.