Customer Operations Specialist

We are seeking a highly organized, detail-oriented Customer Operations Specialist to support our Account Directors (ADs) in delivering exceptional client experiences. In this internal-facing role, you’ll help power the operational engine behind client success—handling workflows, managing deliverables, and ensuring smooth team execution.

This position is ideal for someone who thrives in fast-paced environments, values structure and clarity, and is eager to contribute to customer growth and retention through behind-the-scenes operational excellence. While not client-facing, your contributions will have a direct impact on our clients' outcomes, enabling ADs to stay focused on strategy and relationship building.

This role will be working from home permanently and during U.S. CST business hours.

Tactical Execution

• Compile usage, engagement, and ROI metrics using dashboards and internal platforms
• Generate visuals and insights for reporting and meeting prep
• Build and maintain internal and client-facing slide decks
• Draft and distribute structured agendas
• Maintain file hygiene and version control
• Manage task status boards (Asana) and update deliverable logs

Workflow QA & Reporting

• Audit weekly operational workflows for compliance and timeliness
• Identify and surface process gaps or missed steps to ADs or Pod Directors
• Summarize weekly QA outcomes and recommend adjustments

Light Strategic Insight Support

• Track themes across tickets, usage, and internal feedback
• Maintain a "value signals" tracker to highlight wins or ROI patterns
• Flag product or usage anomalies for AD review during renewal planning

Requirements

• 2–5 years of experience in customer operations, administrative support, project coordination, or client services
• Experience in a SaaS, tech-enabled services, or any fast-paced, process-driven environment is preferred.
• Familiarity with customer success teams or agency-style client operations is a plus
• Proficiency with PowerPoint / Google Slides — strong formatting and visual clarity
• Comfortable working with Excel (basic pivot tables, vlookups, formatting charts)
• Skilled in using task/project management tools: Asana, Trello, Monday.com, etc.
• Familiar with at least one BI or reporting tool: PowerBI, Looker, Tableau, SuperBlocks
• Experience with CRM systems like Salesforce, and client ticketing tools like Zendesk
• Strong written communication for producing agendas, documentation, and clear updates

Benefits

Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.

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