Job Description
Job Title: Online Operations Agent (Operations Coordinator III)
Location: Remote (US – EST Required)
Schedule: Friday – Tuesday | 5:00 AM – 2:00 PM EST
Duration: 8+ months
About the Role
We are seeking a customer-focused and analytically driven Online Operations Agent to support high-priority partner operations in a fast-paced, global environment. This role involves managing complex partner issues, conducting deep investigations, and collaborating cross-functionally to deliver timely and effective resolutions.
You will play a critical role in ensuring seamless partner experience by navigating ambiguous scenarios, identifying root causes, and driving structured problem-solving approaches.
Key Responsibilities
Primary Responsibilities (80%)
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Provide high-touch support and end-to-end case management for partner issues
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Troubleshoot complex operational and product-related issues using root cause analysis
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Collaborate with cross-functional teams during escalations and high-priority incidents
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Investigate issues across multiple systems, tools, and workflows
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Respond to partner queries related to product features, bugs, and operations
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Identify recurring trends and share actionable insights
Secondary Responsibilities (20%)
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Improve workflows and processes for issue resolution
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Develop subject matter expertise in products and operational areas
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Document findings and contribute to knowledge base/playbooks
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Support onboarding and training of new team members
Required Qualifications
Experience
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3+ years in operations, customer support, technical support, or partner/account management
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Proven track record of resolving complex, high-priority issues
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Experience working in global, cross-functional environments
Core Skills
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Strong analytical and problem-solving skills (root cause analysis, structured troubleshooting)
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Excellent written communication with a professional, partner-centric tone
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Experience managing escalations and prioritizing critical issues
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Ability to operate effectively in ambiguous and evolving environments
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Strong collaboration and stakeholder management skills
Technical Skills
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Proficiency in Excel and data analysis tools
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Experience working across multiple systems/tools for issue investigation
Preferred Qualifications
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Data analysis and insights generation experience
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Project management exposure
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Experience in Trust & Safety or risk-sensitive environments
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Familiarity with structured escalation workflows in global support teams
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Exposure to AI tools for workflow optimization
Success Metrics
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Effective resolution of complex partner issues
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Strong cross-functional collaboration and escalation management
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High-quality performance and QA scores
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Ability to work autonomously and share knowledge with the team
Additional Information
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Fully remote role (EST hours are mandatory)
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Flexibility is required for occasional cross-regional collaboration
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Low volume but highly complex and sensitive cases
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Fast-evolving environment requiring adaptability and proactive problem-solving
- For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 35.00/daily.