Operational Specialist

Title: Senior Customer Support & Operations SpecialistTime Zone: EST (at least 6 hours of daily overlap is required)Hours: Full-time (40 hours per week)Our client is looking for a Senior Customer Support & Operations Specialist, who’ll architect and scale the operational infrastructure that powers their customer experience. You'll design, build, and optimize repeatable processes for complex workflows, turning manual research into documented systems and identifying opportunities for automation. This role is critical to our ability to scale — you'll be the operational backbone that transforms how we deliver value to families navigating life's most complex transitions.You will report to our Head of Growth and serve as the operational lead for customer-facing workflows. You'll partner closely with product and engineering teams to translate operational insights into scalable solutions, and mentor future team members as we grow.Key ResponsibilitiesDesign and document comprehensive Standard Operating Procedures (SOPs) for complex estate settlement workflows including insurance claims, benefit eligibility, asset transfers, account closures, and multi-party coordinationBuild scalable operational frameworks that can be repeated, taught, and eventually automated—establishing quality control mechanisms and metrics to ensure consistency across all operationsConduct deep-dive research into unfamiliar workflows (legal, financial, administrative) and transform findings into actionable playbooks, decision trees, and templatesIdentify patterns and inefficiencies across workflows; partner with product and engineering teams to scope and prioritize automation opportunities based on operational dataOwn end-to-end resolution of the most complex, high-stakes customer cases requiring cross-functional coordination and serve as the operational expert for edge cases and novel scenariosLeverage AI tools strategically to augment research, documentation, and execution capabilities—creating leverage at every stage of the operational lifecycleDevelop vendor and partner relationships necessary to execute specialized workflows while managing confidential and sensitive information with the highest standards of discretionHandle escalated customer inquiries requiring deep operational knowledge, ensuring communications reflect operational excellence and empathy while translating feedback into process improvementsSkills & ToolsMust‑have skills:Professional fluency in English (written and spoken)Previous experience in customer support, operations, research, or administrative rolesExceptional attention to detail, and the ability to manage multiple requests with accuracy and careStrong analytical and problem-solving skills—comfortable navigating ambiguity and synthesizing complex informationSelf-directed and resourceful—able to own projects from research through implementationComfort learning and using new digital tools and platformsTech Stack & Tools You’ll Use:Workflow & documentation tools (e.g., Notion, Loom, Hubspot)Spreadsheet/data tools (Google Sheets)AI‑assisted research/documentation tools (ChatGPT, Claude)Communication & collaboration tools (Slack, Zoom)(Bonus) Ticketing & support software (Intercom)You AreExceptionally organized and detail‑obsessed — nothing falls through the cracks with youResilient and resourceful — able to handle ambiguity, setbacks, and adapt quicklyEmpathetic and mission‑driven — motivated to help people through challenging transitionsProactive and strong in communication — comfortable working with customers, vendors, and internal teamsIndependent and self‑motivated — you thrive when given ownership and responsibilityWhat You’ll GainImpact: You’ll directly support families at vulnerable moments and help define the standard for our operationsLearning & Growth: Build deep expertise in operations, customer support, and estate‑logistics workflows at a startup scaleMentorship & Collaboration: Work closely with founders and cross‑functional teams in a high‑growth environmentOpportunity to Drive Change: Help design and scale the operational backbone of the next generation of wealthtech