Operations Support Specialist

Pay Rate: $50 per hour

Summary:

• Work Mode: Remote
• EST Shift Options: 9:00 AM – 1:00 PM EST, 10:00 AM – 2:00 PM EST, 11:00 AM – 3:00 PM EST
• PST Shift Options: 8:00 AM – 12:00 PM PST, 9:00 AM – 1:00 PM PST
• This role is for approximately 20 hours per week.

Responsibilities:

• Manage multiple Agent Rewards program email boxes, responding to inquiries from independent agents and internal Distribution partners about reward programs, technical issues, and general program questions.
• Serve as an escalation point for complex inquiries by using multiple systems, program resources, and internal partnerships to research, diagnose, and resolve questions related to eligibility, fulfillment, activity, payment status, and technical or system-related issues.
• Monitor incoming requests, prioritize work appropriately, and manage inquiries through resolution per established service-level expectations.
• Track open inquiries, follow up on outstanding items, document actions taken, and ensure timely resolution.
• Partner with program managers, Distribution, IT, data, and vendor/fulfillment teams to resolve issues as required.
• Identify recurring inquiry trends, system defects, knowledge gaps, or process breakdowns, and surface findings to program managers and business partners.
• Support weekly reporting on inquiry volume, themes, resolution status, SLA performance, and trends.
• Maintain and improve inquiry documentation, response templates, escalation paths, and standard work for email box management.
• Attend meetings with program managers as needed.

Requirements:

• Strong written communication skills.
• Detail-oriented and comfortable navigating multiple systems, tools, and resources to find answers.
• Comfortable exercising sound judgment, making informed decisions, and knowing when to escalate issues.
• Deadline-driven and able to work quickly while maintaining accuracy.
• Self-directed, organized, and able to manage competing priorities.
• Agile and adaptable in a fast-paced environment.
• Inquisitive and curious, with a root-cause problem-solving mindset.
• Comfortable learning new technology and understanding interconnected internal systems.
• Customer-centric and focused on timely, accurate issue resolution.

Preferred Skills:

• Experience with operational support, issue resolution, inquiry management, account support, or troubleshooting complex customer or partner questions.
• Desirable knowledge includes B2B marketing, incentive/rewards programs, or the independent agent channel.