Customer Operations Remote Jobs in Usa

Description:

The Counter Sales & Customer Service Associate plays a key role in delivering an exceptional customer experience within a fast-paced retail store environment. This position is responsible for supporting walk-in customers, managing phone orders, processing transactions, maintaining accurate inventory, and assisting with paint mixing and order preparation.

This role requires strong communication skills, attention to detail, comfort using computer systems, and the ability to multitask while maintaining high levels of customer service.

Schedule

MondayFriday daytime schedule

Typical hours: 8:00 AM 5:00 PM

WEEKENDS OFF!

PSE Group is a nationwide team of coatings specialists dedicated to providing exceptional products and value-added services to our customer partners. PSE Group offers a wide range of coatings solutions to enhance our customers' productivity, improve quality, and reduce material cost. Our objective is to support the entire purchasing process from coatings to associated products to complete application systems. We provide comprehensive solutions to meet our customers' needs. PSE Group includes brands from across the country including: Painters Supply & Equipment Co, Nyquist Paints, FAMIS, Aerocoat Source, ABC Autobody Color, Auto Paint Supply, Carolina Automotive Refinish Supply, Charlottesville Automotive Refinish Supply, Golden Isles Paint & Supply, Interbay Coatings, ProWood Finishes, RMS Pro Finishes, Specialty Coatings Inc., Strands Industrial Coatings, United Sales Company, and Wyrick Company.

Requirements:

Customer Service & Sales Support (Primary Focus)

• Provide professional, friendly customer service both face-to-face and over the phone
• Assist walk-in customers with product selection, order placement, and technical inquiries
• Proactively contact preferred end-user customers to support sales and order follow-ups
• Accurately receive and enter telephone orders into company systems
• Track order status and communicate shipment updates to customers
• Support outside sales representatives by providing product and order assistance
• Maintain positive customer relationships through reliable and service-focused interactions

Order Processing & Transaction Accuracy

• Process customer transactions accurately using the point-of-sale (POS) system
• Operate cash register and handle payments responsibly
• Verify orders for accuracy prior to fulfillment or delivery
• Maintain accurate customer records, pricing, and account setup information
• Ensure all paperwork and documentation are complete and accurate

Inventory Control & Stocking

• Receive, organize, and stock incoming merchandise
• Put away weekly stock orders and maintain organized inventory areas
• Reconcile inventory discrepancies and perform inventory transfers as needed
• Utilize handheld inventory scanners and computer systems to manage stock
• Assist with inventory counts and inventory control processes
• Maintain accurate Color Room records including tint usage, can usage, mis-tints, and non-conformance documentation

Paint Mixing & Order Preparation

• Prepare paint orders using standard and custom formulas
• Mix paint accurately and safely using appropriate equipment
• Maintain and clean mixing equipment and work areas
• Ensure proper documentation of formulas and color records

(Paid paint mixing experience is preferred but not required.)

Store Operations Support

• Maintain cleanliness and organization of the store and work areas
• Properly dispose of waste materials in accordance with company and regulatory standards
• Assist with general store operations and cross-functional duties as assigned

Work Environment & Physical Requirements

• This is a hands-on retail role requiring:
• Frequent customer interaction throughout the day
• Regular computer and POS system use
• Stocking, lifting, and moving inventory
• Ability to lift at least 50 pounds
• Tolerance for paint odors and industrial products

Required Qualifications

• High School Diploma or GED
• Strong customer service and communication skills
• Comfortable using computers, POS systems, and inventory software
• Strong attention to detail and organizational skills
• Ability to multitask in a fast-paced environment
• Valid drivers license with acceptable driving record

Preferred Qualifications

• 1+ years of customer service, inside sales, or counter sales experience
• Experience with inventory control systems or inventory scanners
• Paint mixing or color matching experience (paid experience preferred)
• Retail, automotive, or coatings industry experience
• Sales aptitude and ability to identify customer needs

Additional Requirements

• Ability to pass pre-employment drug screening
• Acceptable Motor Vehicle Record (MVR) upon hire
• Equal Opportunity Employer Statement

We are an Equal Opportunity/Affirmative Action employer and consider all qualified applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. Retirees are encouraged to apply.

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Required

Preferred

Job Industries

• Other

Position Overview:

The Operations Manager will direct and own the implementation and onboarding of our customers, from small, single-site projects with regional operators to large, multi-site / multi-state projects with national and executive stakeholders. In this role, you will also be responsible for defining playbooks and roadmaps to optimize ongoing performance management while simultaneously ensuring current customers successfully adopt our platform and achieve measurable outcomes. You will own projects that require working closely with our product and growth teams to evolve our platform to meet customers needs and support account expansion efforts. The ideal candidate will combine thoughtful optimization with focused execution, being detail-oriented, strategic minded, process driven, and an excellent communicator. The role offers an exciting opportunity to be an early team member, with significant potential to shape the future of the organization. 

Key Responsibilities: 

Implementation and Customer Success: 

• Define playbooks for multi-site, simultaneous implementations for enterprise-level customers and drive their execution.
• Lead and optimize existing processes for implementations for new, single-site customers, ensuring smooth adoption and minimal disruption to operations.
• Define configurable success criteria for varied implementation types and establish standardized processes for baseline metrics extraction.

Ongoing Performance Management & Optimization: 

• Enhance the tracking, monitoring, and communication of key performance metrics (e.g., agency use, overtime reduction, labor efficiency).
• Synthesize and translate key performance metrics into actionable strategies and initiatives that drive short-term improvement and long-term sustained success for clients.
• Own and grow key relationships with executive stakeholders across facility leadership and frontline staff.
• Partner and lead projects with the growth team, defining roadmaps for repeatable network and geographic expansion as In-House enters new markets. 

Product Evolution: 

• Extract and synthesize customer feedback to identify opportunities for product enhancements and then drive the process from ideation to deployment.
• Lead projects with the product team to influence roadmap priorities, translating customer requests into actionable product delivery plans.
• Develop best practices, playbooks, and case studies to standardize and scale successful implementations.

Qualifications:

• Bachelor’s degree in business, economics, engineering, or a related field.
• 5+ years of experience in a highly analytical, client-facing environment such as management consulting, strategy & operations, healthcare operations, enterprise customer success, or similar roles requiring structured problem-solving and executive communication.
• High executive presence and relationship management ability - comfortable partnering directly with C-suite, facility leadership, and frontline teams; capable of influencing stakeholders, navigating ambiguity, and driving alignment.
• Proven experience owning outcomes in fast-paced, high-accountability environments; thrives on both strategic planning and rolling up their sleeves to execute.
• Process-oriented with strong operational rigor - able to design, implement, and scale repeatable systems, playbooks, and best practices across customers.
• Exceptional analytical and strategic thinking skills - able to quickly make sense of complex operational environments, build data-driven insights, and translate them into clear recommendations and action plans.
• Bias toward action with high ownership, resourcefulness, and comfort operating in startup environments with evolving processes and priorities.
• Passion for improving healthcare delivery and for working directly with customers to drive measurable operational and financial outcomes.

Position Overview:

The Operations Lead will own the implementation and ongoing performance management of our customers. In this role, you will be responsible for ensuring customers successfully adopt our platform, achieve measurable outcomes, and continuously optimize their use of In-House Health. You will work closely with our product and growth teams to evolve our platform to meet customers needs and support account expansion efforts. The ideal candidate will be detail-oriented, strategic minded, process driven, and an excellent communicator. The role offers an exciting opportunity to be an early team member, with significant potential to shape the future of the organization. 

Key Responsibilities: 

Implementation and Customer Success: 

• Lead end-to-end implementations for new customers, ensuring smooth adoption and minimal disruption to operations. 
• Establish baseline metrics and success criteria tailored to each customer’s goals. 

Ongoing Performance Management & Optimization: 

• Monitor key performance metrics (e.g., agency use, overtime reduction, labor efficiency) and proactively identify improvement opportunities.
• Manage key relationships with customer stakeholders across facility leadership and frontline staff, helping them continuously refine scheduling practices and maximize ROI.
• Partner with the growth team, supporting contract renewals through demonstrated customer impact and identify expansion opportunities within existing accounts. 

Product Evolution: 

• Gather and synthesize customer feedback to identify opportunities for product enhancements.
• Collaborate with the product team to influence roadmap priorities based on real-world customer needs. 
• Develop best practices, playbooks, and case studies to standardize and scale successful implementations.

Qualifications:

• Bachelor’s degree in business, economics, engineering, or a related field.
• 3+ years of experience in a highly analytical, client-facing environment such as management consulting, strategy & operations, healthcare operations, enterprise customer success, or similar roles requiring structured problem-solving and executive communication.
• High executive presence and relationship management ability - comfortable partnering directly with C-suite, facility leadership, and frontline teams; capable of influencing stakeholders, navigating ambiguity, and driving alignment.
• Proven experience owning outcomes in fast-paced, high-accountability environments; thrives on both strategic planning and rolling up their sleeves to execute.
• Process-oriented with strong operational rigor - able to design, implement, and scale repeatable systems, playbooks, and best practices across customers.
• Exceptional analytical and strategic thinking skills - able to quickly make sense of complex operational environments, build data-driven insights, and translate them into clear recommendations and action plans.
• Bias toward action with high ownership, resourcefulness, and comfort operating in startup environments with evolving processes and priorities.
• Passion for improving healthcare delivery and for working directly with customers to drive measurable operational and financial outcomes.

INTREN, LLC Job Description

Job Title: Vice President, Operations

Reports To: Chief Operating Officer

FLSA Status: Exempt

SUMMARY OF POSITION:

This executive leadership role is responsible for the strategic and operational execution of INTREN’s business objectives across designated territories, including operations in Ohio, Indiana, southern regions of Illinois, and Florida, supporting both Distribution and Transmission work types. Responsibilities include safety leadership, operational excellence, financial performance, business development, and organizational growth within these markets.

The role drives enterprise-level strategies that support sustainable growth, customer satisfaction, and continuous improvement while fostering a high-performance culture aligned with organizational objectives. Leadership oversight includes operational execution within Distribution and Transmission services, ensuring alignment with regional growth strategies and operational performance expectations.

Extensive travel throughout the assigned territories is required to support operational alignment, customer engagement, and leadership development.

ESSENTIAL FUNCTIONS:

Corporate Leadership:

• Serves as a key member of the executive leadership team, contributing to enterprise-wide strategy and driving continuous improvement in alignment with organizational objectives.
• Champions the organization’s vision and provides leadership to execute its mission across all areas of responsibility.
• Leads a high-performance culture that is positive, proactive, accountable, and results-oriented, fostering engagement and professional development at all levels of the organization.

Financial Performance:

• Ensures financial performance metrics and controls are effectively implemented to achieve INTREN’s financial objectives.
• Holds full accountability for regional P&L performance, ensuring results align with budgeted expectations and organizational financial targets.
• Leads the development, execution, and monitoring of the annual operating budget in partnership with the finance team, providing strategic financial insight and guidance.
• Collaborates with the executive leadership team to evaluate key performance indicators across divisions, ensuring alignment and understanding of their collective impact on organizational performance.

Business Development:

• Partners with the COO to ensure consistent execution of the company’s growth strategy and alignment with operational capabilities.
• Maintains executive-level engagement with customers while overseeing operational relationships to ensure service excellence and customer satisfaction.
• Supports the development and execution of strategic account planning initiatives to strengthen partnerships and expand business opportunities.
• Provides visible leadership in customer engagement, supporting both new business development and the continued growth of existing accounts.
• Builds and sustains strong relationships with customer leadership to reinforce collaboration and long-term strategic partnerships.

Operational Development:

• Provides strategic oversight of operational activities to ensure alignment with organizational objectives and performance expectations.
• Mentors and develops regional leadership teams through structured development plans that strengthen leadership capabilities and organizational depth.
• Leads succession planning initiatives to ensure leadership continuity and long-term organizational stability.
• Drives execution of the strategic plan to achieve defined growth and performance targets while enhancing operational efficiency and effectiveness.

Operations:

• Holds enterprise accountability for national storm response strategy and execution, ensuring timely and effective operational response in alignment with customer and organizational expectations.
• Leads operational strategy and execution to achieve targeted key performance indicators (KPIs), driving continuous improvement in safety, productivity, and operational excellence.
• Develops and oversees the organizational structure of the Operations group to ensure alignment with strategic objectives and operational scalability.
• Establishes and enforces operational policies and guidelines that support consistent excellence and long-term organizational performance.
• Partners with safety and quality leadership to meet or exceed customer expectations and regulatory requirements while fostering a culture of operational integrity.
• Collaborates with Human Resources on policies, compensation, and benefits to support employee well-being and organizational competitiveness, including performance management processes.
• Promotes a collaborative and inclusive work environment across all operational teams and locations, fostering engagement among internal and external stakeholders.
• Maintains comprehensive understanding of collective bargaining agreements within operational regions to support effective workforce relations and compliance.
• Provides visible leadership through extensive travel to support team development, customer engagement, operational alignment, and strategic growth initiatives.

DESIRED MINIMUM QUALIFICATIONS:

• Bachelor’s degree in business, engineering, operations management, or a related field (advanced degree preferred) or work experience deemed equivalent.
• 10+ years of progressive leadership experience in operations, utility construction, or infrastructure services, with demonstrated executive-level accountability.
• Executive experience managing multi-location operations and field teams.
• Strategic planning and KPI-driven performance management expertise.
• Experience in safety, compliance, and customer-focused operations.
• Strong leadership, communication, and business development capabilities.
• Knowledge of collective bargaining environments.

INTREN is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation

Position Summary

The Operations Coordinator for Specialty Services at our New Jersey (Rockaway) provides essential administrative and dispatching support to ensure the efficient service and repair of hydraulic and induction heating/bolting equipment. This role is responsible for maintaining OEM production schedules, managing work-in-progress within the Machine Shop, and supporting customer data management and business growth initiatives.

Key Responsibilities

• Coordinate and track the service and repair workflow for hydraulic and induction heating/bolting equipment, ensuring timely completion and adherence to OEM production schedules.

• Generate and process work orders, allocate in-house staffing resources for field service work.

• Maintain and update work-in-progress (WIP) status for all jobs ensuring effective scheduling and resource allocation to optimize productivity.

• Prepare, organize, and maintain all documentation related to field service work, including customer files, service records, and warranty claims.

• Support asset inventory management by tracking parts, tools, and supplies, initiating reorders, and ensuring accurate records of stock levels.

• Serve as a point of contact for internal teams, customers, and vendors regarding repair status, scheduling, and documentation needs.

• Assist in the implementation and maintenance of customer relationship management, ensuring accurate and up-to-date customer information and service history.

• Provide administrative support for growth activities, including lead tracking, customer follow-ups, and preparation of reports or presentations as needed.

• Support compliance with quality control, safety, and operational procedures within the repair center and machine shop.

• Collaborate with technicians, sales, and management to resolve issues, improve processes, and ensure customer satisfaction.

Qualifications

• High school diploma or equivalent required, Associate degree in business administration, operations management, or a related field preferred.

• Prior experience in an administrative, operations, or repair coordination role, preferably in an industrial or technical service environment.

• Strong organizational and multitasking skills with the ability to manage multiple projects and deadlines simultaneously.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with repair management or CRM software.

• Excellent written and verbal communication skills, with a customer service orientation.

• Familiarity with production scheduling, inventory management, and basic accounting or bookkeeping is a plus.

• Ability to work collaboratively in a fast-paced, dynamic environment and adapt to changing priorities.

• Attention to detail and a methodical approach to documentation and process management.

Reporting Structure

• Reports in a matrix reporting structure to the Director of Operations and the Manager, Operations Coordinator.

• Works closely with field service technicians, sales staff, and customer service representatives.

Key Competencies

• Time management and prioritization

• Effective communication and interpersonal skills

• Problem-solving and process improvement

• Teamwork and collaboration

• Customer focus and relationship management

This position is critical to ensuring the smooth operation of the Northeast Territory, supporting both the technical and administrative aspects of service delivery, and contributing to the overall growth of the business.

JOB OVERVIEW:

The Supervisor, Customer Service & Intake oversees the intake workflow and daily operations of the customer service team within our company. This role ensures that all customer inquiries, service requests, inspections, estimates, and job‑related information are captured accurately and handled promptly. The Supervisor provides direct leadership to Customer Service Representatives (CSRs), ensures exceptional customer experience, and partners closely with operations, sales, and field teams to support smooth project flow from first contact through job completion.

KEY RESPONSIBILITIES:

Supervision & Team Leadership

• Supervise, coach, and develop Customer Service Representatives responsible for inbound/outbound calls, appointment scheduling, service requests, and customer communications.
• Conduct regular 1:1s, performance check-ins, and annual performance reviews.
• Oversee daily staffing, assign workload, create schedules, and ensure adequate coverage during peak periods.
• Lead team meetings, training updates, and onboarding for new CSRs.

Intake & Workflow Management

• Manage the full intake process for all customer inquiries, including new roof requests, repairs, inspections, warranty claims, and follow-up.
• Ensure all customer and job details are captured accurately in CRM or job management systems.
• Review documentation for completeness and accuracy before handoff to estimators, sales reps, or production teams.
• Serve as the escalation point for complex customer issues or service delays.

Customer Experience & Communication

• Ensure the highest level of customer satisfaction through professional, timely communication.
• Monitor customer interactions and provide coaching to maintain quality standards.
• Resolve escalated customer concerns related to scheduling, estimates, or project timelines.
• Foster a customer-first culture aligned with the company’s values.

Operational Collaboration

• Work closely with sales, project managers, field crews, and production coordinators to ensure seamless handoff of intake information.
• Communicate scheduling changes, follow-up needs, and operational issues in real time.
• Identify process gaps and collaborate with leadership to streamline customer service workflows.

Reporting & Quality Control

• Track key performance metrics such as call volume, intake accuracy, response times, conversions, and customer satisfaction.
• Prepare weekly/monthly reports for management.
• Conduct quality assurance (QA) reviews on CSR communication and data entry.

REQUIREMENTS:

• 3–5 years of customer service, intake coordination, or administrative operations experience.
• At least 1–2 years of supervisory or team lead experience.
• Strong communication and de‑escalation skills.
• High level of accuracy and attention to detail.
• Proficiency with CRM systems or job management software; Microsoft Office skills.

PREFERRED:

• Experience in the roofing, construction, home services, or trades industry.
• Background managing a high-call-volume customer service environment.
• Bilingual (English/Spanish) a plus.

Customer Success Intern

About CEVA Logistics

At CEVA Logistics, we connect people, products, and providers all around the world. As a global leader in supply chain solutions, we deliver customized logistics services across contract logistics, freight management, and transportation. Our success is powered by our people, innovative, collaborative, and customer-focused professionals committed to operational excellence.

Internship Summary

The Customer Success Intern will support the Customer Success team in ensuring high levels of client satisfaction, operational performance, and account support. This internship provides hands-on exposure to supply chain operations, customer relationship management, KPI tracking, and cross-functional collaboration within a fast-paced logistics environment.

This is an excellent opportunity for students interested in supply chain, business, operations, or customer experience to gain real-world experience in a global logistics organization.

Key Responsibilities

• Support Customer Success Managers with daily account management activities
• Assist in tracking and reporting key performance indicators (KPIs), service levels, and issue resolution times
• Analyze customer data to identify trends, risks, and opportunities for improvement
• Participate in internal and external customer meetings; assist in preparing reports and presentations
• Coordinate with Operations, Transportation, and Warehouse teams to resolve service-related issues
• Assist with customer onboarding documentation and process mapping
• Support continuous improvement initiatives to enhance customer satisfaction
• Maintain accurate records in CRM and internal systems
• Contribute to special projects related to service optimization and account growth

Learning Outcomes

By the end of the internship, the intern will:

• Understand end-to-end supply chain operations
• Gain exposure to enterprise-level customer account management
• Develop analytical and reporting skills
• Improve business communication and stakeholder management abilities
• Learn how logistics performance directly impacts customer satisfaction and retention

Qualifications

Required:

• Currently or has obtained a bachelor’s degree in supply chain, Business Administration, Logistics, Operations, Marketing, or related field
• Strong analytical and problem-solving skills
• Proficiency in Microsoft Excel and PowerPoint
• Excellent written and verbal communication skills
• Detail-oriented with strong organizational skills

Preferred:

• Previous internship or customer-facing experience
• Familiarity with supply chain concepts or ERP systems
• Experience working with data analysis or reporting tools

Competencies

• Customer-first mindset
• Strong collaboration and teamwork skills
• Ability to manage multiple priorities
• Adaptability in a fast-paced environment
• Professionalism and accountability

Why Join CEVA Logistics?

• Exposure to a global supply chain leader
• Hands-on experience supporting enterprise customers
• Networking opportunities with senior leaders
• Potential pathway to full-time opportunities within Early Careers programs

About the Company

Bring your customer focus, analytical mindset, and operational coordination skills to Hermes Abrasives, a cutting-edge subsidiary of WALTER Surface Technologies. Since 1952, WALTER has built a reputation for high quality and innovation in surface treatment technologies and is a global leader in high-performance solutions for the metalworking industry. Our philosophy centers on empowering customers to work smarter and achieve excellence through superior technology, products, performance, safety, and durability—driving increased productivity and profitability.

About the Role

We are seeking a highly organized and customer-focused Customer Support & Internal Sales Representative to support North American Coated Abrasives operations. This hybrid role blends customer service excellence with internal sales, pricing analysis, and operational coordination. This position serves as a primary liaison between customers, Territory Sales Managers, Customer Service, Finance, and global manufacturing partners. Success in this role requires strong attention to detail, commercial awareness, and the ability to manage multiple priorities while protecting margin, ensuring order accuracy, and maintaining service standards. This is a cross-functional role with direct impact on customer satisfaction, pricing integrity, inventory management, and overall account health.

Responsibilities

• Order Management & Fulfillment
• Accurately enter, manage, and monitor customer orders in SAP.
• Coordinate production schedules, inventory levels, and delivery timelines.
• Expedite orders and coordinate air freight/import shipments when required.
• Track lost or damaged shipments and manage return logistics.
• Maintain open order and inventory forecast reports (P2D).
• Proactively communicate order updates, delays, and changes to customers.
• Pricing & Profitability Management
• Approve and analyze pricing requests within established guidelines.
• Evaluate margin impact using cost-of-goods data.
• Generate material numbers to determine cost structures.
• Prepare and maintain Competitive Pricing Reports (CPRs).
• Support special pricing arrangements and volume-based agreements.
• Provide historical cost and margin analysis to Territory Sales Managers.
• Customer & Account Management
• Serve as primary contact for customer and distributor inquiries.
• Oversee new account applications and evaluate credit worthiness.
• Maintain SAP account records and documentation.
• Resolve service issues, complaints, returns, and disputes.
• Provide invoices, delivery notes, and pricing documentation upon request.
• Inventory & Financial Support
• Monitor consignment and ABR inventory accounts.
• Prepare inventory count sheets and reconcile discrepancies.
• Support Accounts Receivable with past-due balances and disputes.
• Upload invoices to customer portals and assist with reconciliation requests.
• Sales & Operational Support
• Support Territory Sales Managers with profitability analysis and reporting.
• Prepare open order and sales activity reports.
• Coordinate international shipments and proforma invoices.
• Assist Customer Service with escalated issue resolution.

Qualifications

• Associate degree in Business, Marketing, or related field
• 2+ years of experience in Customer Service, Sales Support, or Inside Sales
• Proficiency in Microsoft Office (Excel, Word)
• D365 CRM experience
• Strong analytical and communication skills
• Authorized to work in the United States

Required Skills

• Customer Service Excellence: Responsive, solution-oriented, and professional
• Pricing & Margin Analysis: Understands cost drivers and profitability impact
• ERP & CRM Proficiency: Strong working knowledge of SAP and D365
• Supply Chain Coordination: Aligns production, logistics, and customer demand
• Financial Acumen: Cost awareness and margin sensitivity
• Organizational Agility: Manages multiple priorities under deadlines
• Attention to Detail: Ensures accuracy in orders, pricing, and documentation
• Cross-Functional Collaboration: Works effectively across Sales, Finance, and Operations

Preferred Skills

• Bachelor’s degree
• 3–5 years of experience in Sales Operations or Internal Sales
• SAP experience
• Experience in coated abrasives or industrial distribution
• Familiarity with pricing models and margin analysis

Pay range and compensation package

Hybrid office environment with cross-functional collaboration. Hourly / Non-Exempt (FLSA). Department: Internal Sales.

Equal Opportunity Statement

What Success Looks Like (First 12 Months)

• Orders are entered accurately with minimal rework or corrections
• Pricing approvals align with margin targets and company guidelines
• Customers receive proactive communication and timely resolution of issues
• Inventory and consignment accounts remain accurate and reconciled
• Territory Sales Managers receive reliable profitability and sales reporting
• Reduced disputes, improved on-time delivery, and strengthened customer relationships
• Consistent execution that protects both service standards and profitability

About Us:

Longbridge is building a next-generation AI investing app designed to help everyday investors learn, build confidence, and take action. As investing behavior shifts toward mobile-first experiences and AI changes how people interact with financial products, we’re building an experience that’s simpler, more intuitive, and grounded in trust. We’re a fast-moving, high-ownership team operating in a highly regulated environment. We care deeply about customer outcomes, clarity, and execution quality—and we measure what matters.

The Role

Lead and scale Longbridge’s U.S. Customer Support function during a critical phase of

growth. As Customer Support Manager, you will oversee daily support operations, develop

high-performing team members, and build the scalable processes needed to support a

rapidly expanding brokerage platform.

This is a high-impact leadership role for an experienced professional (5+ years) with a

background in regulated financial services, fintech, or brokerage environments. You will

partner closely with Operations, Compliance, and Product teams to ensure our support

organization delivers exceptional customer experiences while maintaining regulatory rigor.

We’re looking for a hands-on leader who thrives in fast-paced environments and is excited to

build support infrastructure that scales

Key Responsibilities:

Team Leadership & Development

• Lead, manage, and develop a team of Customer Support Analysts.
• Conduct ticket quality reviews, performance coaching, and ongoing feedback sessions.
• Establish, monitor, and continuously improve SLA and response time standards.
• Support hiring, onboarding, and training of new support team members.
• Foster a culture of accountability, customer-first thinking, and operational excellence.

Customer Support Operations

• Oversee daily support operations across Zendesk (email, chat, phone).
• Monitor ticket queues to ensure timely and accurate resolution.
• Develop and maintain escalation procedures related to account opening, funding (ACH/wires), trade status inquiries, platform navigation, and regulatory/compliance matters.
• Ensure appropriate escalation of complex trading, compliance, or regulatory issues to internal partner teams.
• Drive adherence to quality standards and regulatory requirements.

Documentation, Metrics & Process Improvement

• Develop, document, and maintain support team SOPs and internal workflows.
• Track support KPIs and performance metrics; analyze trends and identify areas for improvement.
• Collaborate cross-functionally with Operations, Compliance, and Product to address root causes and improve the customer journey.
• Continuously enhance internal knowledge systems to support scale and efficiency.

Requirements:

• 5+ years of experience in financial services, fintech, brokerage operations, and/or customer support.
• Prior experience managing and developing a customer support team.
• Exceptional written and verbal communication skills.
• Strong attention to detail and ability to operate within regulated environments.
• Proven ability to work cross-functionally with Operations, Compliance, and Product teams.
• Comfortable building and improving processes in a fast-paced, high-growth environment.

Nice to Have:

• Experience managing Zendesk or similar customer service ticketing platforms.
• Background in fintech or brokerage environments.
• Understanding of ACH, wires, trading fundamentals, and the brokerage account lifecycle.
• FINRA SIE and/or Series 7 licenses.

The Operations Accounts Receivable Lead will own the end-to-end receivables lifecycle for all bulk and wholesale matcha transactions, from national accounts to smaller customers. This role is responsible not only for invoicing and collections, but for actively managing cash risk, enforcing contract terms, aligning customer deposits with production and allocation schedules, and ensuring the company is never over-exposed on inventory or shipments. Open to applicants in all 50 states.

This individual will design and operate an AR system that ties deposits, allocations, contracts, and shipment releases together, working closely with Sales, Operations, and Import/Export to ensure goods move on time without carrying unnecessary receivable or inventory liability.

Responsibilities

End-to-End Accounts Receivable Ownership

End-to-End Accounts Receivable Ownership

• Manage the full AR lifecycle: contract review → deposit requirements → invoicing → collections → reconciliation.
• Oversee receivables across all customer segments, including national accounts, distributors, private-label customers, and smaller wholesale buyers.
• Ensure all negotiated pricing, freight terms, surcharges, tariffs, and special conditions are accurately entered, tracked, and collected.

Contract Enforcement & Risk Management

• Audit all customer activity against executed sales contracts to ensure strict adherence to:
• Payment terms
• Deposit requirements
• Allocation schedules
• Shipment release conditions
• Actively push for larger upfront cash deposits and reduced net terms, in coordination with Sales and Finance, to minimize receivables and inventory exposure.
• Identify and escalate contract deviations, late payments, or risk patterns early-before inventory is produced or released.

Deposit & Allocation AR System Development

• Design and maintain an AR framework that:
• Aligns customer advance deposits with production runs and allocation schedules
• Matches deposits against specific lots, SKUs, or contract volumes
• Reduces cash-inventory liability by ensuring inventory is backed by customer funds whenever possible
• Track deposit balances, applications, refunds, and roll-forwards with absolute clarity and auditability.

Cross-Functional Coordination (Critical)

• Partner closely with:
• Operations & Production – to align customer payments with milling, packing, and release timelines
• Import/Export & Logistics – to ensure payments clear before shipment while avoiding port or vessel delays
• Sales – to structure payment terms that protect cash while remaining commercially viable
• Ensure the rule is enforced: no payment = no release, without causing shipment bottlenecks or customer escalations; for NET term customers ensuring that their account is in good standing before additional goods release and enforcing and correcting any negative credit performance of any NET term customers.

Collections Leadership & Execution

• Lead and manage the AR/accounting team responsible for:
• Continuous follow-ups
• Structured, timely, and increasingly firm payment nudges
• Clear documentation of customer communications and commitments
• Establish escalation protocols for late or non-responsive customers, including payment holds and shipment freezes.

Reporting & Visibility

• Provide regular reporting on:
• AR aging by customer and deal
• Deposit coverage vs inventory exposure
• Contract-compliant vs at-risk accounts
• Cash-in vs goods-out timing gaps
• Surface actionable insights to leadership to support credit decisions, allocation planning, and customer prioritization.

Qualifications & Experience

• 5–10+ years in Accounts Receivable, Credit, or Accounting leadership, preferably in:
• CPG
• Food & beverage
• Import/export or inventory-heavy businesses
• Sales contracts with multiple variables in payment dues (freight, tariffs, goods, price increases, and so on)
• Strong experience managing:
• Large wholesale and national accounts
• Contract-driven pricing and payment terms
• Advance deposits and prepayment structures
• Proven ability to enforce payment discipline while working cross-functionally with Sales and Ops.
• Experience managing and motivating AR or accounting team members.

Skills & Competencies

• Exceptional attention to detail with contracts and financial terms
• Strong negotiation and assertive communication skills
• Systems thinker—able to design AR processes, not just execute them
• Comfortable pushing back internally and externally to protect cash
• Highly organized, deadline-driven, and persistent
• ERP/accounting system proficiency (Monday, QuickBooks, Hubspot)
• Able to handle the pressure of being responsible ~8-9 figures of AR, annually
• Ability to work within imperfect systems (and to help perfect them)
• Loves Matcha (a bonus)

Success Metrics (What “Good” Looks Like)

• Reduced AR aging and faster cash conversion cycles
• High percentage of inventory backed by customer deposits
• Zero shipment delays caused by payment surprises
• Fewer contract deviations and write-offs
• Clear, predictable cash flow aligned with allocation schedules

For interested applicants, please send your resume to:

(must cc: )

Email Subject: [Your Name] - Operations AR Lead