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