Remote job
Customer Experience and Business Operations Specialist
Job details
About this role
Role overview Serve as a primary support contact for organizations using wireless broadband services, helping customers resolve issues and make effective use of their accounts. This part-time operations role combines customer assistance, onboarding, order coordination, process documentation, and service reporting, working with internal teams and external partners.
Responsibilities - Respond to customer questions across support channels and follow issues through resolution. - Help customers set up devices and services and troubleshoot hardware, software, and connectivity problems; escalate complex issues and follow up. - Onboard new accounts, explain available services, process orders, and coordinate shipping for larger or more complex requests. - Complete account eligibility and documentation steps, and record customer interactions in a CRM. - Document and improve customer workflows, coordinate with service partners, and report on ticket volume, call outcomes, and customer satisfaction.
Requirements - At least two years of customer support experience in technology, telecom, education, libraries, nonprofits, government, or a related field. - Experience troubleshooting technology by phone or in writing. - Familiarity with CRM or ticketing systems and accurate record keeping. - Comfort tracking metrics, identifying trends, and preparing simple reports. - Clear, friendly communication with customers who may not be technically experienced. - Ability to manage time and priorities independently in a remote, changing environment.
Nice to have - Experience with Salesforce, HubSpot, or another CRM; wireless telecom knowledge; or contact center experience. - Experience improving customer support processes or serving nonprofits, schools, or libraries. - English and Spanish bilingual ability.
Benefits and work setup This is a fully remote, hourly position of up to 29 hours per week, with occasional paid travel. The listed pay is $22–$26 per hour, and the role includes 14 paid holidays per year.