Operations Support Associate (Email Support)

goFLUENT, headquartered in Geneva, Switzerland, is the world’s leading B2B provider of hyper-personalized solutions that accelerate language skills by blending technology, content and virtual human interaction on any device.

Join a team where your problem-solving skills and technical curiosity can make a real global impact.

At goFLUENT, we’re not looking for typical customer service profiles—we’re looking for critical thinkers and investigators. In this role, you won’t just answer tickets—you’ll dig into issues, identify patterns, and work closely with international teams to ensure a smooth and seamless digital learning experience for professionals worldwide.

What You'll Do :

• Investigate and resolve platform issues reported by learners, trainers, or internal teams with a strong sense of urgency and attention to detail.
• Troubleshoot technical concerns related to lesson access, scheduling, learning tools, or system errors via email, chat, or phone.
• Monitor live lessons, internal tools, and platform performance proactively to prevent service interruptions and detect anomalies.
• Conduct root cause analysis of recurring problems and escalate technical issues appropriately.
• Act as the first line of investigation for critical incidents affecting the learner or trainer experience.
• Collaborate with cross-functional teams (IT, Product, and Learning teams) to resolve complex cases and implement long-term solutions.
• Provide after-hours or emergency support to learning consultants and trainers worldwide, ensuring smooth operations in different time zones.
• Document findings, create internal knowledge base articles, and contribute to process improvement initiatives.

What We're Looking For :

What We Offer :

Eager to learn more, watch our video to discover goFLUENT in the words of our people worldwide :   https : / / www.gofluent.com / us-en / careers /