Customer Operations Specialist

Job Description

Find purpose in each day while contributing to a workplace revolution!

SHL, People Science. People Answers.   

Are you someone who enjoys enabling front-line teams with clear playbooks, data-driven insights, and best-in-class resources? SHL is seeking a Customer Operations Specialist for Global Pre-Sales team in Gurgaon.

As a Central Customer Operations Specialist you will equip front-line teams—including Customer Engagement Managers (CEMs), Account Directors, and Regional Customer Operations Specialists (COS)—with consistent processes, insights, and enablement resources to enhance customer experience and operational efficiency across all regions.

SHL offers a collaborative and high-growth environment where individuals with the right mix of aptitude, attitude, and consulting acumen will thrive. A great benefits package is offered in a culture where career development, with ongoing manager guidance, collaboration, flexibility, diversity and inclusivity are all intrinsic to our culture.

What You Will Be Doing

• Standardized Content and Best Practices: Develop, maintain, and update reusable knowledge base content for onboarding, training, and platform processes. Create and manage enablement content in Highspot and maintain a centralized repository of materials.
• Usage and Reporting Consolidate customer feedback from multiple sources. Deliver weekly, monthly, and quarterly customer usage reports.
• Voice of the Customer: Share aggregated VoC insights monthly with internal stakeholders to support continuous improvement.
• Support for Regional COS: Support global initiatives focused on improving onboarding, engagement, and operational workflows.
• Internal Initiatives : Support global initiatives focused on improving onboarding, engagement, and operational workflows.
  
  

Join our team and play a key role in shaping innovative talent solutions for our customers while advancing your career in a dynamic environment!

Essential

What we are looking for

• Strong organizational and project management skills with high attention to detail.
• Proficiency in CRM and customer success tools; experience with usage reporting and customer health analysis.
• Strong facilitation and training capabilities.
• Advanced proficiency in Microsoft Excel and PowerPoint.
• Experience creating and managing knowledge base and training content.
  
  

Desirable

• Strong communicator, proactive, and collaborative.
• Comfortable working in a fast-paced, global environment.
• Highly detail-oriented, service-focused, and effective at managing multiple priorities.
  
  

Get In Touch

Find out how this one-off opportunity can help you to achieve your career goals by making an application to our knowledgeable and friendly Talent Acquisition team. Choose a new path with SHL.

#CareersAtSHL #CustomerSuccess #AIApplications #HRStrategies #SHLHiringTalent #HRTech #HRSaas

About Us

• We unlock the possibilities of businesses through the power of people, science and technology.
• We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground-breaking science and business transformation.
• When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.
  
  

What SHL Can Offer You

• Diversity, equity, inclusion and accessibility are key threads in the fabric of SHL’s business and culture (find out more about DEI and accessibility at SHL )
• Employee benefits package that takes care of you and your family.
• Support, coaching, and on-the-job development to achieve career success
• A fun and flexible workplace where you’ll be inspired to do your best work (find out more LifeAtSHL )
• The ability to transform workplaces around the world for others.
  
  

SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.

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