Service & Support Operations Assistant

Position Overview

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

• 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, internal coordination, and reporting tasks for leadership
• Handle operational/admin tasks that support the broader team and ensure smooth handoffs

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
• Must currently reside within the United States
• Must be authorized to work in the U.S. (U.S. citizen, permanent resident, or legally authorized)

Preferred Qualifications

• 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

Benefits & Perks

• 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