Service & Support Operations Assistant

Strong written and verbal communication skills High attention to detail and strong organizational habits Comfortable managing multiple priorities and meeting deadlines Able to work independently in a remote environment Proficiency with basic tools (email, spreadsheets, task tracking platforms) Professional, customer-first mindset Experience in customer support, operations, or admin coordination (preferred) Familiarity with ticketing/CRM tools (Zendesk, Intercom, HubSpot, Freshdesk, etc.) (preferred) Experience supporting remote teams or distributed operations (preferred) Interest in process improvement and operational efficiency (preferred)

Assist with daily customer support operations across email, chat, and internal systems Track, organize, and follow up on support tickets and service requests Ensure requests are handled on time and properly documented Escalate issues appropriately and communicate updates clearly Maintain and update internal documentation, SOPs, and support guides Help improve workflows by identifying bottlenecks and proposing solutions Track service metrics (response times, ticket status, trends) Support onboarding and internal coordination as needed Handle operational/admin tasks that support the broader team Coordinate across teams to ensure smooth handoffs and follow-through Keep records accurate and organized using shared tools and systems Assist with reporting and task tracking for leadership