Service Operations Representative

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

📋 Description

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

• Diagnose intricate, non-standard customer issues using industry expertise and process knowledge.

• Ensure ticket documentation is precise, complete, and complies with established best practices.

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

• Respond to internal communications concerning complex Mid-Market service challenges.

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

• Act as the primary contact for external hauling partners.

• Communicate customer needs, coordinate scheduling updates, and ensure compliance with service requirements.

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

• Convey hauling partner information, service adjustments, and resolution details to internal teams.

• Report to the Manager of Service Operations; this position has no direct reports.

⛳️ Requirements

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

• Demonstrated experience managing third-party vendors and haulers.

• Proven track record in advocating for timely issue resolution and enforcing strict Service Level Agreements (SLAs).

• High-touch B2B customer support experience in high-volume settings.

• Capability to de-escalate frustrated clients and maintain clear, transparent communication throughout prolonged resolution processes.

• Proficiency in organizing and managing multiple projects while prioritizing conflicting tasks with minimal oversight.

• Strong analytical and problem-solving abilities.

• Skill in analyzing operational data and metrics to 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 challenging conversations, and manage conflicting priorities.

• Comfort with ambiguity and the ability to make timely decisions while ensuring quality and accountability.

• Capacity to work in a high-volume, fast-paced environment with consistent phone/digital availability.

• Must be open to working a fixed schedule.

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

• A Bachelor's Degree is preferred but not mandatory.

🏝️ Benefits

• 3% bonus.

• Remote work arrangement.

• No travel required (0% travel).