Customer Support & Operations Specialist

Part Time: Approximately 20 hours per week
Remote
Working Hours: Phoenix, Arizona time zone business hours

About the Role

We are looking for a technical, organized, and exceptionally detail-oriented Customer Support & Operations Specialist to join our team.

This role combines customer support, QA testing, account management, and data quality/administrative operations. You will work primarily with our internal tools and platform to support customers, administer accounts, assist in QA testing, identify issues, and ensure our data remains accurate and up to date.

The ideal candidate is a technical and able to independently investigate and solve problems, while also being exceptionally patient and empathetic. You can take something complex and make it simple, whether through clear documentation or patiently guiding someone with very limited technical knowledge.

Key Responsibilities

• Customer Support: Respond to customer support requests quickly and effectively, assist with account and platform-related questions, investigate reported issues, and follow them through to resolution or appropriate escalation.

• QA & Testing: Perform regular manual QA testing of the platform, including new features, changes, releases, and existing functionality. Reproduce issues, document findings, and help verify fixes.

• Account & Data Maintenance: Manage account setups, perform routine data entry, and audit our platform to correct missing, duplicate, or inaccurate information.

• User Documentation: Create and maintain user-facing documentation, including user guides, support documentation, FAQs, help content, and other materials that help customers understand and use the platform.

• Operational Support: Work closely with Product and Operations teams to communicate customer issues, identify recurring problems, and assist with other day-to-day administrative and operational tasks as needed.

• Community Engagement & Support: Contribute to key community initiatives, including prize distribution, monthly programming calendars, community highlights, member engagement communications, and related projects.

What We’re Looking For

• Empathetic and patient: You genuinely enjoy helping people and are comfortable working with older adults who may have varying levels of technical confidence. You are patient, kind, and willing to explain something multiple times or spend extended time with a customer to make sure they feel comfortable and supported.

• Technical Aptitude: Confident navigating and learning SaaS platforms and internal tools.

• Detail-Oriented & Process-Driven: Exceptional focus on accuracy when handling data, with a habit of following and improving established processes.

• Problem-Solving Skills: Enjoys investigating root causes independently and noticing when something is off.

• Strong Communication: Clear, professional written and verbal communication.

Nice to Have

Advanced Spanish proficiency (C1+).
Prior experience in customer support, QA testing, account administration, or SaaS operations.

What Success Looks Like

• Reliable customer support: Customer requests are acknowledged promptly during working hours and followed through to resolution. You don't simply respond to requests. You investigate, you try to replicate the issue, and write a technical bug report if needed.

• Proactive support: You regularly review customer feedback and surveys for reported technical issues, investigate them, and proactively reach out to customers with solutions or follow-ups.

• High-quality QA: You consistently identify issues, reproduce them accurately, clearly communicate your findings, and help verify that issues have been resolved.

• Strong product knowledge: You become highly familiar with our platform and internal tools so you can confidently support customers, write documentation, and perform QA.

• Excellent data quality: You identify and correct inconsistencies, duplicates, missing information, and other data-quality issues while maintaining a high standard of accuracy.