Service Operations Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and address post-implementation service requests and operational challenges for Mid-Market clients.

• Diagnose intricate, non-standard customer issues and act as a primary source of knowledge.

• Ensure ticket documentation is precise, comprehensive, and adheres to best practices.

• Monitor the unassigned Mid-Market queue and swiftly handle critical service requests.

• Respond to internal inquiries regarding complex service issues within the Mid-Market sector.

• Maintain expert knowledge of service expectations, best practices, process modifications, service updates, and new guidelines.

• Serve as the primary liaison for external hauling partners, communicating customer requirements, coordinating scheduling updates, and ensuring service compliance.

• Collaborate with teams in Customer Success, Sales, Operations, and Account Management.

• Relay information from hauling partners, service alterations, and resolution specifics to internal teams.

• Negotiate same-day recoveries and hold vendor partners accountable to Service Level Agreements (SLAs).

• Report to the Manager of Service Operations; no direct reports are involved.

⛳️ Requirements

• 3–5+ years of experience in service/logistics roles, such as Logistics, Supply Chain, Vendor Operations, B2B Account Management, Customer Service, or High-Volume Escalations.

• Demonstrated experience managing third-party vendors and haulers, resolving issues, and enforcing strict Service Level Agreements (SLAs).

• Extensive B2B customer support experience in high-volume settings.

• Capability to de-escalate dissatisfied clients and maintain clear communication throughout lengthy resolution processes.

• Proficient in organizing, managing multiple projects, prioritizing conflicting tasks, and adapting to evolving business needs with minimal supervision.

• Strong analytical and problem-solving abilities.

• Ability to analyze operational data/metrics and identify root causes of recurring issues.

• Comfortable navigating complex B2B software environments such as HubSpot, Salesforce, Zendesk, and ERP systems.

• Excellent verbal and written communication skills.

• Ability to drive assertive solutions without direct authority, facilitate difficult conversations, and manage conflicting priorities.

• Comfortable with ambiguity and capable of making timely decisions while ensuring quality and accountability.

• Availability for a high-volume, fast-paced, phone-intensive environment with continuous phone/digital accessibility.

• Must be willing to adhere to a fixed schedule.

• Applicants must have authorization to work for any employer in the U.S.; employment visa sponsorship is not available.

🏝️ Benefits

• 3% bonus.

• Remote work arrangement.

• No travel required (0%).

• Equal opportunity employment and reasonable accommodations.