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.

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.