About the Role:

We are seeking a proactive, detail-oriented, and technically skilled Senior Operations Specialist to drive operational excellence across our revenue and support functions. This role combines hands-on operational support, process optimization, data integrity management, and light project leadership. You will serve as a go-to resource for internal stakeholders and collaborate closely with cross-functional teams to ensure seamless day-to-day operations.

About the Role:

Key Responsibilities

Operational Support & Escalation Management

- Address all process-related questions and handle escalations across teams.

- Act as backup for Team Leads by attending internal and cross-team syncs when needed.

- Support the Operations Team with system or workflow inquiries.

Data Management & Reporting

- Monitor key performance indicators (e.g., xDR Waterfall, Dials-to-Connect) and troubleshoot anomalies.

- Ensure data accuracy, deliver clean reports, and resolve issues through root-cause analysis.

- Build simple reports independently to reduce case load for the Systems Team.

Customer Support & Communication

- Serve as the first line of technical support (e.g., password resets, data uploads).

- Manage and track support cases via Salesforce, ensuring timely updates to all stakeholders.

Onboarding & Process Ownership

- Manage onboarding processes for new customers and provide oversight for the first three weeks.

- Transition accounts smoothly to assigned Operations Specialists after onboarding phase.

Monitoring, Troubleshooting & Systems SME

- Proactively monitor metrics like D2C rates (<3%) and escalate performance issues.

Serve as a subject matter expert (SME) on LaunchQ systems, omni-channel processes, and performance tracking tools.

Quality Control & Auditing

- Conduct process audits and spot checks in collaboration with the Team Lead to ensure process accuracy and compliance.

Qualifications

Bachelor's degree in Business Administration, Information Systems, or a related field.

Proven experience in operations, sales support, or business/data analysis.

Familiarity with Salesforce (must include experience in case management, reporting, or email/chat support).

Proficient in Microsoft Office, especially Excel and PowerPoint.

Skills & Competencies

Technical Proficiency: Strong hands-on experience with Salesforce and Microsoft tools.

Analytical Ability: Capable of analyzing trends, resolving data issues, and delivering insightful reports.

Communication: Excellent written and verbal communication skills; comfortable working across teams.

Project Management: Highly organized, able to multitask, and prioritize responsibilities effectively.

Resilience & Adaptability: Positive attitude with the ability to navigate challenges and shifting priorities.

About 1840 & Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.

Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.

We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at jobs.1840andco.com.