We are a customer-focused organization committed to reliable service and smooth support experiences. We operate as a remote team and value clear communication, accountability, and continuous improvement. As we grow, we're adding an Operations Assistant to support our service and customer support workflows.
About the Role
The Service & Support Operations Assistant helps keep our customer support and service operations organized, responsive, and efficient. This role combines operational coordination, documentation support, and day-to-day execution to ensure customers receive timely, high-quality service.
If you're detail-oriented, dependable, and enjoy improving how things run behind the scenes, this role is a strong fit.
Key Responsibilities
Service & Support Operations
- Assist with daily customer support operations across email, chat, and internal systems
- Track, organize, and follow up on support tickets and service requests
- Ensure requests are handled on time and properly documented
- Escalate issues appropriately and communicate updates clearly
Operations & Process Support
- Maintain and update internal documentation, SOPs, and support guides
- Help improve workflows by identifying bottlenecks and proposing solutions
- Track service metrics (response times, ticket status, trends)
- Support onboarding and internal coordination as needed
Administrative & Coordination
- Handle operational/admin tasks that support the broader team
- Coordinate across teams to ensure smooth handoffs and follow-through
- Keep records accurate and organized using shared tools and systems
- Assist with reporting and task tracking for leadership
Required Qualifications
- Strong written and verbal communication skills
- High attention to detail and strong organizational habits
- Comfortable managing multiple priorities and meeting deadlines
- Able to work independently in a remote environment
- Proficiency with basic tools (email, spreadsheets, task tracking platforms)
- Professional, customer-first mindset
Work Authorization & Location Requirement (Required)
To be considered for this position, applicants must:
- Currently reside within the United States, and
- Be authorized to work in the U.S. (U.S. citizen, permanent resident, or otherwise legally authorized to work in the United States)
Preferred Qualifications (Nice to Have)
- Experience in customer support, operations, or admin coordination
- Familiarity with ticketing/CRM tools (Zendesk, Intercom, HubSpot, Freshdesk, etc.)
- Experience supporting remote teams or distributed operations
- Interest in process improvement and operational efficiency
What We Offer
- 100% Remote (U.S. only)
- Flexible schedule within agreed-upon hours
- Supportive, collaborative remote team
- Clear expectations and structured workflows
- Growth opportunities in operations and support
- Competitive pay based on experience
- Equal Opportunity Employer
We are an equal opportunity employer. All qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status.
