Operations Specialist

This is a fully remote position, open to applicants in Brazil, +1 more country.

📋 Description

• Take charge of the operational backend for client onboarding and offboarding, which includes coordinating kick-offs, managing documentation, providing credential access, revoking access, and ensuring the integrity of the client database.

• Assist account leads by keeping the delivery infrastructure updated as scopes, teams, and client requirements evolve.

• Integrate with enterprise accounts and teams during their initial 30–60 days.

• Customize client systems by creating views, dashboards, and structures within Notion.

• Collaborate with Service Directors on staffing modifications, capacity monitoring, and maintaining the staffing ledger.

• Evaluate team adoption of operational systems and proactively intervene to prevent the establishment of workarounds.

• Serve as the operational partner for service teams while gaining a thorough understanding of their workflows.

• Define, assist in developing, and take ownership of new workflows.

• Ensure compliance with project management systems and oversee escalation processes.

• Facilitate the onboarding of new hires onto project management systems and team operating procedures.

• Offer troubleshooting for Notion, maintain database hygiene, and provide structural support.

• Design and manage automations across Notion, Slack, Google Workspace, Fireflies, and the automation platform.

• Compose SOPs and training documentation.

• Participate in company-wide operational initiatives alongside the Director of Operations and colleagues.

⛳️ Requirements

• Proven experience in client-facing operations, account management, or project management roles, preferably within an agency or with DTC/e-commerce brands.

• Practical experience utilizing AI tools to enhance operational efficiency and quality of output.

• Professional-level expertise in Notion, covering databases, relations, rollups, views, permissions, and workspace organization.

• Direct experience in building end-to-end automations using Zapier, Make, n8n, or similar tools, including API-based integrations across SaaS platforms.

• Excellent written and verbal communication skills in English.

• Capability to create SOPs, training materials, and asynchronous updates.

• Confidence in presenting to executive stakeholders.

• Demonstrated ownership, resourcefulness, and independence.

• A growth-oriented mindset and receptiveness to feedback.

• Outstanding organizational skills and meticulous attention to detail.

• Ability to quickly learn new platforms.

• Comfortable enforcing operational standards among peers.

• Familiarity with agency service models related to paid media, creative, retention, or marketplaces is advantageous.

• Experience in supporting enterprise accounts during onboarding is a plus.

• Background in process documentation, SOP libraries, or knowledge management is beneficial.

• Availability to work from 9 AM–5 PM EST.

🏝️ Benefits

• Unlimited PTO plus local holidays (relevant to your location).

• Remote-first culture.

• Flexible parental leave.

• Opportunities for growth and interdisciplinary exposure.

• Hybrid work model with weekly in-office days for employees based in or near the New York or Lisbon headquarters.