Overview Full Potential Solutions (FPS) is a performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Manila and Davao, Philippines; Pune, India and Bogota, Colombia. We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees. We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! By putting people first, we drive breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential. Our Core Values: Integrity - Do what’s right for everyone: clients, shareholders, partners, and colleagues. TEAM is more important than self to create an atmosphere of mutual respect. Excellence - Deliver exceptional client results, reward and recognize performance, and be in a relentless pursuit for improvement. Make your work and your goals personal. Accountability - Act like an owner. Take pride in your work. Grace - Respect and appreciate differences. Care for one another and embrace humility. Our Mission: To create conditions wherein people can thrive! The Kustomer Administration and Reporting Specialist will manage, configure, and maintain the Kustomer CRM platform to support seamless customer service operations. This role involves regular analysis of service data, generating reports, and providing insights to optimize workflows and service outcomes. The Specialist will act as the primary point of contact for any technical, configuration, or reporting-related queries within the Kustomer system. Responsibilities Platform Administration Configure, update, and manage the Kustomer platform, including workflows, automations, queues, SLAs, and integrations. Monitor and maintain the system’s performance to ensure optimal user experience for the support team. Implement enhancements based on feedback from customer service teams, focusing on improving service efficiency and usability. Data Analysis and Reporting Generate regular and ad-hoc reports on key metrics, such as response times, customer satisfaction, ticket volume, and agent performance. Analyze data to provide insights on performance trends, areas for improvement, and customer experience opportunities. Work with the team leads to developing dashboards for real-time monitoring of customer service metrics. Process Optimization Identify inefficiencies within the platform’s workflows and collaborate with stakeholders to streamline processes. Design and implement automation workflows to improve response times, reduce manual effort, and ensure consistent customer support quality. Training and Support Provide training and documentation for customer service agents on best practices, new features, and process changes within Kustomer. Act as a point of contact for troubleshooting and resolving technical issues related to the Kustomer platform. Collaboration and Continuous Improvement Collaborate with IT, customer support, and analytics teams to align Kustomer’s functionality with broader organizational goals. Stay updated on Kustomer’s new features, trends in customer service, and best practices in CRM to continually improve the platform’s effectiveness. Qualifications Experience: Minimum of 2-3 years of experience in customer service platform administration, ideally with Kustomer or similar CRM software. Skills: Proficient in configuring and managing the Kustomer platform. Strong analytical skills and experience with reporting tools (e.g., Excel, Tableau, Power BI). Familiarity with CRM workflows, automations, and integrations. Excellent problem-solving and troubleshooting abilities. Strong communication skills to collaborate across teams and train users. Education: Bachelor’s degree in business, information systems, data science, or a related field (or equivalent work experience). Key Competencies Detail-oriented with a commitment to data accuracy and process quality. Ability to work independently and manage multiple priorities in a fast-paced environment. Adaptable and proactive in identifying and implementing system improvements. Preferred Skills Experience with customer service analytics and performance optimization. Knowledge of customer service best practices and industry standards. Familiarity with SQL or other data querying languages is a plus.