Associate Operations Specialist

At Trafi we build connected mobility solutions that help people, cities and companies move towards a more balanced and sustainable future. We work with cities to connect and automate all their mobility options – from public transport to micromobility and every service in between – into a single platform.

We want to encourage the global shift to shared mobility systems that are managed by cities, enhanced by companies and used by people everywhere – including future generations to come.

We are searching for an Operations specialist to join our customer service operations team.

This role will give you the opportunity to learn and grow within our operations team, and within our growing business. Your role is important in the delivery of our commitments to clients, and you will be joining a collaborative, technology-driven team where new ideas are welcomed, teamwork is valued, and continuous improvement is encouraged.

Technical skills

• Comfortable using common SaaS tools (e.g. Slack, Jira, Confluence), quick to learn new software solutions (internal apps, Postman, BigQuery, Genesis etc.) and advanced user of iOS and Android mobile platforms.
• Strong communication, both written and verbal in English and Lithuanian; facilitation and elicitation skills to communicate with stakeholder groups from around the world.
• Comfortable to accurately track effort spent on tasks and projects, with the aim to help the team better understand resource usage and aid effective project planning.
• Able to prepare simple reports and summaries of operational and customer data to support informed decision-making.
• Capable of analyzing processes or tasks based on feedback (objective and subjective), recommending and agreeing on actions to improve future outcomes.

Soft skills

• A self-motivated, confident team player, comfortable adapting quickly to changing priorities and working collaboratively in a dynamic environment.
• Proactive approach, demonstrating initiative in identifying issues, suggesting improvements, and implementing solutions.
• Able and eager to quickly learn industry-specific concepts and terminology relevant to SaaS, MaaS business and customer operations.
• Comfortable presenting basic topics or processes to clients or partners, open to questions, and able to remain composed when receiving feedback or being reasonably challenged.
• Client-centric mindset with attention to detail, ensuring high-quality support experiences and consistently meeting or exceeding client expectations.
• Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects.

Job Description

• Handle and resolve end-user requests following established procedures.
• Troubleshoot technical issues, replicate problems, and escalate unresolved cases to the development team.
• Identify, investigate, and resolve fraud incidents and charge-back requests in collaboration with our security and finance teams to safeguard company and user interests.
• Respond promptly and professionally to user reviews on mobile app stores.
• Regularly update client-facing documentation, including FAQs to help end-users resolve issues without contacting our team.
• Clearly communicate the status of user requests to internal and external stakeholders in both regular and ad-hoc meetings.
• Collaborate effectively with cross-functional teams, including product, development, and finance, to continuously improve user satisfaction and operational processes.
• Proactively develop and maintain detailed internal documentation to ensure knowledge sharing, consistency, and clarity across all processes and best practices.
• Actively participate in onboarding and training new team members, serving as their main point of contact and providing constructive feedback specific to their tasks.
• Track and report time and effort spent on various tasks.
• Assist in creating clear, insightful reports and dashboards to enable informed decision-making by management and other stakeholders.
• Actively contribute to the design of new processes within the operations team.
• Continuously improve knowledge of Trafi systems, iOS and Android platforms and Trafi powered mobile applications.
• Consistently align personal priorities and daily tasks with organizational goals and team targets to ensure efficient contribution toward business objectives
• Maintain professional, clear, and timely communication with stakeholders, proactively ensuring their satisfaction and promptly addressing any feedback or concerns.

Salary

The salary range for this position is 2000 - 2800 Eur gross per month.

• Work Your Way. Enjoy the flexibility to work remotely from anywhere (compliant with EU laws). Our office is located in Vilnius when you want to drop by and say hi!
• Talented colleagues. Collaborate with colleagues who are experts in their fields, fostering an environment of learning and growth.
• Health Benefits. We've got your well-being covered with medical insurance, ensuring you're in great shape. Additionally, you can personalize your wellness options using Stebby.
• Learning Budget. Your growth matters to us. We've set aside a budget for your personal and professional development, so you can continue to grow.
• Convenient Commuting. Take your pick between parking options or a monthly allowance for the Trafi app, so you can get to work without stress.
• Team Time. Enjoy team-building activities with a dedicated budget and time off to strengthen connections.
• Christmas Break. Enjoy an extended holiday season with extra days between Christmas and New Year to unwind, recharge, and spend quality time with loved ones.
• Bonus Vacation. Get an additional three bonus days. Take some time off to relax, and do what you love during your extended break
• Secure Your Future. Thinking ahead? We offer the option to allocate a part of your salary to a pension fund for your stable future.