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

We’re hiring our first dedicated **Operations Supervisor** to stabilize, scale, and improve our remote support team. You’ll work closely with leadership and have **real ownership** of day-to-day operations, service 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 the initial screening.

## Responsibilities

**Operations & Escalations**
– Handle Tier 2/Tier 3 customer escalations and high-severity cases
– Serve as a quality reference for case handling
– Ensure critical issues are properly documented and resolved

**Team Leadership**
– Manage and support a remote contractor team
– Audit work for quality and SOP compliance
– Coach team members, provide feedback, and uphold performance standards
– Ensure coverage, reliability, and accountability

**Onboarding & Administration**
– Lead onboarding and training for new hires
– Maintain training materials and alignment with SOPs
– Track schedules, hours, and availability
– Review time submissions and payroll inputs

**Process Improvement**
– Identify workflow gaps and inefficiencies
– Improve escalation routes and SOPs
– Flag recurring issues and propose solutions
– Collaborate with tools such as Intercom, Linear, Slack, and internal systems

## Who You Are
– 3+ years of experience in operations, support leadership, or escalations
– Experienced managing contractors or distributed teams
– Strong organizational skills and follow-through
– Good judgment under pressure
– Excellent written and verbal English

**Bonus:**
– Startup, travel, or logistics experience
– Experience building processes from scratch

**Requirements:**
– Based in the US
– Has a macOS computer

## Compensation & Growth
– $20/hour, 40 hours/week (some on-call responsibility)
– Long-term opportunity
– Pay and responsibilities increase as the company scales

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

## How to Apply
Please include:
– A brief summary of your leadership experience
– An example of a challenging escalation you handled
– Confirmation that you’re using a Mac
– Your availability