Service Operations Representative

The pay range for this role is: $20.67 - $24.04 per hour with 3% bonus (Remote - United States)

Hours for position: 8am - 5pm EST

Job Summary:

As a Service Operations Representative, you are the go‑to expert ensuring our Mid‑Market customers experience seamless, reliable service long after implementation. You’ll take ownership of complex operational challenges, step in during critical moments, and drive resolutions that keep customers confident and supported.

This role sits at the center of action — partnering across teams, managing high‑impact escalations, and upholding quality standards that define our customer experience. If you thrive on solving problems, owning outcomes, and being trusted to handle what matters most, this role offers real influence and visibility.

Primary Duties Including % of time:

• 35% - Complex Service Resolution Management
  • Post-Implementation Focus: Manage and resolve all incoming service requests and operational issues that occur after the services are active (post-implementation) for the Mid-Market customer base.
  • Advanced Troubleshooting: Apply industry and process knowledge to troubleshoot and resolve issues, serving as a primary knowledge resource for complex, non-standard customer problems.
• 30% - Workflow and Quality Assurance
  • Ticket Quality Control: Ensure all documentation is accurate, complete, and adheres to established best practices for long-term account health.
  • Proactive Ticket Management: Monitor the 'Unassigned' Mid-Market queue and take immediate action to manage incoming volume, ensuring critical service requests are addressed promptly.
  • Cross-Channel Communication: Respond promptly and expertly to internal communications (e.g., Slack) regarding complex Mid-Market service issues.
• 15% - Service Standards and Metrics
  • Process Integrity: Maintain current, expert knowledge of all service expectations and best practices specific to the ongoing support of Mid-Market Customers.
  • Knowledge: Maintain understanding of all relevant process changes, service updates, and new guidelines
• 15% - Vendor Relations & Service Coordination
  • External Communication: Serve as the main point of contact for external hauling partners (vendors), communicating customer needs, coordinating scheduling updates, and securing successful service adherence.
  • Internal Collaboration: Collaborate effectively with internal Customer Success, Sales, and Operations teams to understand service requirements and ensure vendors are correctly configured to deliver the agreed-upon solutions.
  • Information Relay: Communicate critical hauling partner information, service changes, and final resolution details to the appropriate internal teams to facilitate clear, consistent, and timely customer updates

% Travel required: 0

Organizational Relationship:

• Reports To: Manager, Service Operations
• Direct Reports: None
• Interacts with: Customers, Hauling partners, Account Management, Internal Operations teams

Skills and Experience:

• Comfort with ambiguity, ability to act without having the whole picture using sound judgment and strong decision-making skills.
• Passionate about business results and quality, with a strong sense of accountability, metrics and ownership.
• Strategic thinker with the ability to grasp the tactical details.
• Strong verbal and written communication skills is dynamic, and can capture a group’s interest and maintain it as well as the ability to facilitate meetings with diverse and sometimes conflicting points of view.
• Ability to manage multiple projects, multi-task and effectively prioritize conflicting assignments with minimal supervision.
• Ability to influence and collaborate at all levels and across all functions of the organization.
• Proven ability to organize/manage multiple priorities coupled with the flexibility to quickly adapt to ever changing business needs.
• Strong analytical and problem solving. Solid decision making in a timely manner.

Education:

• Bachelor’s Degree is strongly preferred

Core Values:

• Trust - Have confidence in our team. Have integrity in your actions.
• Care personally about each other - Show compassion, empathy and open-mindedness.
• Be Passionate -Love what you do. Love what we do.
• Embrace challenge - See obstacles as opportunities to learn and grow.
• Be Humble - Stay grounded. Seek feedback. Be curious.
• Be Accountable - Take ownership. Be reliable. Be proactive.