About the Role

We’re a founder-led, fast-growing tech startup supporting time-sensitive customer operations in the travel sector.

We’re hiring our first dedicated Operations Supervisor to stabilize, scale, and improve our remote support team. You’ll work directly with leadership and have real ownership over daily operations, quality, and team performance.

This is a hands-on role for someone who enjoys building systems, leading people, and solving real problems — not just following scripts.

Company details will be shared after initial screening.

Responsibilities

Operations & Escalations

Handle Tier 2 / Tier 3 customer escalations and high-severity cases
Serve as a quality benchmark for case handling
Ensure critical issues are documented and resolved

Team Leadership

Manage and support a remote contractor team
Audit work for quality and SOP compliance
Coach, provide feedback, and maintain performance standards
Ensure coverage, reliability, and accountability

Onboarding & Administration

Lead onboarding and training for new hires
Maintain training materials and SOP alignment
Track schedules, hours, and availability
Review time submissions and payroll inputs

Process Improvement

Identify workflow gaps and inefficiencies
Improve escalation paths and SOPs
Flag recurring issues and propose solutions
Work with tools such as Intercom, Linear, Slack, and internal systems

Who You Are

3+ years in operations, support leadership, or escalations
Experienced managing contractors or distributed teams
Strong organization and follow-through
Sound judgment under pressure
Excellent written and verbal English

Bonus:

Startup, travel, or logistics experience
Experience building processes from scratch

Requirements:

US-based
macOS computer

Compensation & Growth

$20/hour, 40 hours/week (some on-call responsibility)
Long-term opportunity
Increased responsibility and pay as the company scales

Why Join

Work directly with founders
High autonomy and ownership
Real influence over systems and standards
Opportunity to grow into a senior operations role

How to Apply

Please include:

Brief summary of your leadership experience
Example of a challenging escalation you handled
Confirm you are operating on a Mac
Your availability

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