Operations Support Specialist in Superside

Closed job - No longer receiving applicants

ABOUT SUPERSIDE
Superside is a remote future-of-work startup that delivers great creative at scale, mainly to global US-based brands. We currently deliver strategic design solutions to clients like Amazon, Facebook, Salesforce, Shopify, Puma, LVMH, S&S Activewear, RedBull, ++. We work together and with our clients through our in-house design ops platform, enabling seamless and productive remote collaboration across the world. Superside is backed by Y Combinator, Slack Fund, Freestyle Capital and High Alpha Capital. We're a fully distributed team of ex tier-one professionals located all around the world, spanning close to 60 countries and 19 timezones.

Mission: Create more equal economic opportunities globally
Vision: We find and grow the world’s best creative talent

Job functions

The Ops Support Specialist will serve a fundamental role within the Operational Excellence area. The team member will be responsible for monitoring account health on customers’ first level of contact. This involves monitoring the communication among customers and Creative Project Managers to identify concerns and/or early indications of dissatisfaction -and, reporting these to the Project Support team.

What you'll do

Support the Operational Excellence and PSO teams in understanding customers’ needs and concerns by:
- Day-to-day monitoring and observation of the interactions between the Superside team and customers.
- Identify and report early indications of customer dissatisfaction, project/account challenges, and other factors that could have a direct effect on accounts’ health based on guidelines and instructions from the Operations Team Lead.
- Developing bi-weekly quality scores and detailed notes for each assigned account following a defined set of account health criteria.
- Providing recommendations on improvements to our account health monitoring based on observed gaps or other learnings
- Identifying and recording growth opportunities, customers’ interests, doubts on Superside processes, among others -based on customer communications with CPMs.
- Gathering, cleaning, and storing data in support of ongoing operational analytics.
Support the Strategic Operations team to optimize the operational processes by:
- Conducting research and data gathering in support of ongoing operational analytics.
- Recording learnings and principles over time regarding warning signs in communications, operations, etc. - and then test those learnings to see how they hold up.
- Be an expert on Superside processes to act as a resource to other Supersiders who may have questions related to our processes.

What you'll need to succeed:

High personal standards for quality, accountability, and reliability.
Excellent communication skills - Fluent in written English.
Outstanding attention to detail and quality monitoring skills.
Previous experience working with Excel and Google Sheets.
Willingness to learn and adapt to changes quickly in a fast-paced environment.
Availability to work some weekends.
Past operational or customer support experience is a bonus

Why join us?

Global community with people in close to 60 countries
Flexibility of working from anywhere in the world with leading global brands
Highly competitive salary with potential for earning equity in the company
Paid vacation and training
A career path towards increased responsibility, mentorship and leadership
Continuous learning, development, and certification in our global Academy
A trusting, ego-free and truth-seeking environment
A high-pace, high-energy, and high-performance environment
Pioneering the future of work with a fair, friendly and supportive community
Disrupting a massive global industry with a huge market opportunity

Wellness program Superside offers or subsidies mental and/or physical health activities.

Fully remote You can work from anywhere in the world.

Flexible hours Flexible schedule and freedom for attending family needs or personal errands.

Paid sick days Sick leave is compensated (limits might apply).

Performance bonus Extra compensation is offered upon meeting performance goals.

Informal dress code No dress code is enforced.

Remote work policy

Fully remote

Candidates can reside anywhere in the world.