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Online Operations - Operations Coordinator III
Spectraforce
US
Remote

an hour ago

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%)

  • Provide high-touch support and end-to-end case management for partner issues

  • Troubleshoot complex operational and product-related issues using root cause analysis

  • Collaborate with cross-functional teams during escalations and high-priority incidents

  • Investigate issues across multiple systems, tools, and workflows

  • Respond to partner queries related to product features, bugs, and operations

  • Identify recurring trends and share actionable insights

Secondary Responsibilities (20%)

  • Improve workflows and processes for issue resolution

  • Develop subject matter expertise in products and operational areas

  • Document findings and contribute to knowledge base/playbooks

  • Support onboarding and training of new team members


Required Qualifications

Experience

  • 3+ years in operations, customer support, technical support, or partner/account management

  • Proven track record of resolving complex, high-priority issues

  • Experience working in global, cross-functional environments

Core Skills

  • Strong analytical and problem-solving skills (root cause analysis, structured troubleshooting)

  • Excellent written communication with a professional, partner-centric tone

  • Experience managing escalations and prioritizing critical issues

  • Ability to operate effectively in ambiguous and evolving environments

  • Strong collaboration and stakeholder management skills

Technical Skills

  • Proficiency in Excel and data analysis tools

  • Experience working across multiple systems/tools for issue investigation


Preferred Qualifications

  • Data analysis and insights generation experience

  • Project management exposure

  • Experience in Trust & Safety or risk-sensitive environments

  • Familiarity with structured escalation workflows in global support teams

  • Exposure to AI tools for workflow optimization


Success Metrics

  • Effective resolution of complex partner issues

  • Strong cross-functional collaboration and escalation management

  • High-quality performance and QA scores

  • Ability to work autonomously and share knowledge with the team


Additional Information

  • Fully remote role (EST hours are mandatory)

  • Flexibility is required for occasional cross-regional collaboration

  • Low volume but highly complex and sensitive cases

  • Fast-evolving environment requiring adaptability and proactive problem-solving

 
Applicant Notices & Disclaimers
  • 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.

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