Customer Support and Operations Specialist

Job Title : Customer Support & Operations Specialist
Working Schedule : 40 hours per week (at least 4 hours overlap with Pacific Time – from 9 AM to 5 PM / ideal working hours 5 PM to 1 AM Gulf Standard Time)
Work Set Up : Fully remote
Salary : up to 2,300 USD per month (depending on skills and experience)

About the Company:
We are a company specializing in providing software solutions to government agencies in the United States. Our platform supports the management of housing grants and loans, assisting agencies focused on affordable housing and public service initiatives. With over 15 years of experience, we have built a reputation for delivering high-quality, customized services. Our mission is to enable government funding to better serve communities in need, enhancing access to housing and essential public services.

Job Overview:
We are seeking a proactive and detail-oriented Customer Support and Operations Specialist to support our customer success operations. The ideal candidate will play a pivotal role in enhancing our customer experience, streamlining operations, and preparing for the modernization of our systems. The role will work directly with the CEO of the business on business development projects whilst providing operational and customer support alongside the existing team.

Duties and Responsibilities:
1. Operational Support:
Manage contracting and invoicing processes, including chasing overdue invoices.
Ensure timely renewal of business licenses and maintain related documentation.
Oversee vendor onboarding documentation and streamline operational processes.
Document renewal processes for better operational clarity and efficiency.

2. Sales Support:
Compile outbound lead lists and support sales outreach efforts.
Track and manage outbound sales leads to completion.

3. Customer Success Support:
Perform QA testing for new applications and module updates, ensuring high standards.
Respond to customer issues and feature requests, creating detailed tickets for the engineering team.
Build and maintain a comprehensive CS documentation/knowledge base.
Prepare customer KPIs and reports for Customer Annual Review meetings.

4. Project Modernization:
Document existing product customizations in preparation for a system re-write and automation.

Desired Outcomes:
Clear, comprehensive documentation that supports our re-write and automation projects.
Improved QA processes and reduced backlog during application season.
Enhanced operational efficiency through streamlined workflows and documentation.

Requirements:

Mandatory Experience:
2+ years of customer support experience, preferably in a software company.
Proven experience handling operational or VA tasks, including process documentation and QA.
Strong organizational skills and attention to detail.
Comfortable handling customer interactions via email and calls.

Desirable Experience:
Experience supporting SaaS or software-related operations.
Demonstrated initiative and ability to manage diverse tasks independently.
Proven examples of diligence, such as completing QA projects or managing intricate documentation tasks.


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