Operations Manager

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

We’re hiring a dedicated Operations Supervisor to help stabilize, scale, and improve our remote support team. You’ll work closely with leadership and have real ownership over daily operations, quality, and performance.

We are currently looking for around the clock coverage and will give priority to applicants with evening/weekend availability.

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 initial screening.

Role Overview
This is a 40-hour/week, hourly contract role focused on supervising contractors, handling escalations, and improving operational workflows.

You’ll be a key link between frontline support and leadership.

What You’ll Do
*Operations & Escalations *

Handle Tier 2 / Tier 3 customer escalations
Investigate and resolve high-severity cases
Serve as a quality benchmark for case handling
Ensure critical issues are documented and resolved

*Team Leadership *

Manage and support a remote contractor team
Audit work for quality and SOP compliance
Coach and provide performance feedback
Ensure coverage, reliability, and accountability

*Onboarding & Administration *

Lead onboarding and training for new hires
Maintain training materials and SOP alignment
Track schedules, hours, and availability
Review time submissions and payroll inputs

*Process Improvement *

Identify workflow gaps and inefficiencies
Improve escalation paths and SOPs
Flag recurring issues and propose solutions
Work in tools such as Intercom, Linear, Slack, and internal systems

*Who This Role Is For *

This role is ideal for someone who has led small teams and wants more ownership in a growing startup.

*You likely have: *

3+ years in operations, support leadership, or escalations
Experience managing contractors or distributed teams
Strong organization and follow-through
Sound judgment under pressure
Excellent written and verbal English
*Bonus: *

Startup, travel, or logistics background
Experience building processes from scratch
*Requirements: *

US-based *- macOS computer *
Compensation & Growth

$20/hour
40 hours/week (some on-call responsibility)
Long-term opportunity
Increased responsibility and pay as the company scales

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

*How to Apply *
Please include:

Brief summary of your leadership experience
Example of a challenging escalation you handled
Your availability