Customer Service Supervisor & Project Manager VA (Operations and Supply Chain)

Role Title

Customer Service Supervisor & Project Manager VA (Operations & Supply Chain)

Role Summary

This role owns the operational experience across Cureate’s ecosystem—buyers, vendors, onboarding, fulfillment, and events.

You are not a coordinator passing messages. You are the person ensuring nothing breaks between inquiry → order → fulfillment → experience.

You will actively manage inboxes, resolve operational issues, drive onboarding completion, and oversee execution across supply chain and events in real time.

If you need structure before acting, escalate everything, or avoid ownership of messy operational problems, you will struggle in this role.

Core Responsibilities (Execution-Based)

1. Customer Inbox & Communication Ownership (Same-Day Resolution Standard)

• Own all shared inboxes across Cureate Connect territories as the first line of operational response
• Respond to all inbound inquiries within the same business day—no backlog carryover
• Triage messages based on urgency: orders, fulfillment issues, onboarding, and vendor concerns
• Maintain Cureate’s communication standard: clear, warm, solution-driven, and calm under pressure
• Identify risks early (missed orders, delayed responses, confused vendors) and escalate only when necessary
• Produce end-of-day operational summary including:
• unresolved issues
• escalations and risks
• items moving to next day

2. Order & Fulfillment Control (Supply Chain Execution Layer)

• Monitor active orders from placement to delivery across buyers and vendors
• Identify mismatches in timing, quantity, substitutions, or invoicing before they become failures
• Act as the bridge between buyers, vendors, and internal teams when fulfillment issues occur
• Resolve fulfillment breakdowns directly—do not passively escalate without context or attempted resolution
• Ensure fulfillment integrity across Cureate Connect systems, not just communication logs

3. Event Logistics Execution (Real-Time Coordination Role)

• Own operational execution of Cureate events from planning to live delivery
• Coordinate timelines, materials, run-of-show documents, and stakeholder readiness
• Anticipate logistical failures before they happen (missing materials, unclear roles, timing gaps)
• Act in real time during events to resolve issues while maintaining a calm, professional presence
• Ensure participant and partner experience is seamless regardless of internal complexity

4. Onboarding Ownership (Buyers & Vendors)

• Lead onboarding for institutional buyers and local producers from start to completion
• Ensure onboarding steps are completed without delays or missing documentation
• Coordinate system setup, compliance documentation, and communication flows across stakeholders
• Track onboarding progress actively and intervene when onboarding stalls
• Prevent onboarding drop-off by proactively following up rather than waiting

5. Project Management & Systems Execution

• Build and maintain workflows across Cureate operations (supply chain, programs, community)
• Track deliverables, dependencies, and ownership across internal teams
• Identify inefficiencies in real time and implement process improvements without waiting for approval cycles
• Maintain operational systems in Airtable, Slack, Google Workspace, and CRM tools
• Ensure systems reflect reality—not outdated assumptions

6. Reporting & Operational Visibility

• Deliver daily operational reports with clarity and completeness
• Surface unresolved risks, bottlenecks, and recurring operational issues
• Highlight trends in fulfillment failures or onboarding delays
• Ensure leadership can understand operational reality without chasing updates

Requirements (Non-Negotiable)

• Strong experience in operations, customer service management, project coordination, or supply chain execution
• Must be able to manage multiple stakeholders (buyers, vendors, internal teams) simultaneously without losing control of details
• Excellent written and spoken English with strong tone control under pressure
• Proven ability to resolve issues independently before escalating
• High attention to detail—especially in logistics, orders, and system updates
• Comfortable working in ambiguity where processes are evolving
• Must be proactive—waiting for instructions is a failure mode in this role

If you are uncomfortable owning messy operational breakdowns end-to-end, this role is not a fit.

Tools

• Google Workspace (Docs, Sheets, Gmail)
• Slack
• Airtable
• CRM / internal operational tools (as needed)

What We Actually Care About

• You close loops instead of forwarding problems
• You notice operational failures before clients do
• You treat inbox management as real-time operations, not admin work
• You bring structure to unclear or chaotic workflows
• You maintain calm, high-trust communication under pressure
• You improve systems while using them—not after the fact

What This Role Is NOT

• Not a passive customer service inbox responder
• Not a purely administrative assistant role
• Not a reactive coordinator who escalates everything
• Not an event assistant role limited to checklists
• Not a support role without decision-making responsibility

Position Details

• Fully remote
• Full-time contractor role
• US-aligned working hours required for real-time coordination
• High-ownership operational environment
• Requires stable internet, strong communication setup, and multitasking capacity

Application Instructions

To apply, answer the following scenario:

An order is marked as “confirmed,” but the vendor messages you saying they cannot fulfill it. The buyer is expecting delivery within 24 hours, and the system has not been updated.

Explain:

1. What you do in the first 30 minutes
2. Who you contact and in what order
3. What you communicate to each party
4. How you prevent the issue from escalating

We are evaluating execution thinking—not writing quality.

Benefits

• PTO
• HMO
• Fully Remote Work