Service & Support Operations Assistant
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Job Description
Operations Assistant improving customer support operations and maintaining organization in a remote team environment. Collaborating on workflows and tracking service metrics across different systems.
Responsibilities:
- 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
- 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
- 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
Requirements:
- 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
- Must currently reside in the U.S. and be authorized to work in the U.S.
Benefits:
- 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
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