CS Operations Specialist

The CS Operations Specialist is a Tier 2 expert responsible for handling sensitive and complex cases that require deeper investigation, judgment, and cross-functional collaboration. This role also acts as a quality anchor — supporting in QA audits, feedback loops, and calibration with both in-house and outsourced teams. They serve as the bridge between frontline operations and process excellence, ensuring that escalations are resolved fairly, quality is upheld, and both customer and brand integrity are protected.