Operations Supervisor

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.

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

• 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