Customer Operations Associate

Alarm.com • St. Marys, KS

20h • Onsite

About The Position

Customer Support Responsibilities
Provide exceptional customer support via phone, live chat, and email‑based support tickets for All Aware customers.
Troubleshoot technical issues by being inquisitive, logical, and persistent in identifying root causes and effective solutions.
Maintain a positive, proactive, and adaptable approach while delivering high‑quality customer service.
Identify recurring issues or common questions and assist with creating Help Center and support documentation to improve self‑service resources.
Share knowledge and collaborate with internal teams through documentation, training, testing, and ongoing learning to continuously improve service quality and the overall customer experience.
Sales Assistance Responsibilities
Assist with inbound sales inquiries from prospective and existing customers via phone, chat, and email.
Assist with outbound follow‑ups to remain engaged with leads and support the overall sales process.
Work closely with the Sales Lead to educate customers on All Aware’s products and services and help identify solutions that best meet customer needs.
Assist the sales process by documenting interactions, maintaining accurate customer information, and coordinating next steps.
Capture and communicate customer feedback and feature requests to help inform product development.
Fulfillment Responsibilities
Assist with daily order fulfillment, including accurately packing and shipping customer orders.
Participate in inventory management working alongside experienced team members.
Maintain organized fulfillment and storage areas to support efficient operations.
Contribute to improvements in fulfillment processes as order volume and operations scale.
Participate in end-of-month inventory reporting and other operational reporting as needed.
Miscellaneous Projects & Customer Advocacy
Assist with special projects that support operational efficiency and business growth.
Serve as the voice of the customer, sharing insights and trends to help inform product roadmaps and improvements.
Assist in product and feature testing to evaluate customer experience (no technical background required).
Provide quality‑assurance feedback on customer‑facing tools and website experiences.
Advocate for a customer-first mindset, safeguarding customer experience in anything users see or interact with.
Contribute ideas and feedback to help elevate the team and improve processes.
Help manage office organization, supplies, equipment, and incoming or outgoing shipments.
Serve as a reliable, hands‑on team member in a collaborative, in-office startup environment, where flexibility and initiative are valued.
Perform additional operational tasks as needed to support the overall success of the All Aware office.
Other Duties as Assigned.

Requirements

• This is an on-site position based at the All Aware Office in Saint Marys, Kansas, with a requirement to be in the office 100% of the time.
• Strong customer service orientation with a customer-first mindset.
• Willingness to assist customers, maintain a humble, eager-to-learn attitude, and bring a positive, cheerful disposition to the workplace.
• Comfort using a computer and smartphone at an average user level; advanced technical skills are not required.
• Interest in learning about technology and tools that help businesses operate more effectively.
• Clear written and verbal communication skills.
• Logical thinking and problem‑solving ability.
• Ability to adapt in a fast‑paced, evolving environment.
• Self‑motivated with the ability to work independently and collaboratively.
• Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

Nice To Haves

• Prior experience in customer support, operations, or a related role is a plus, but not required.

Responsibilities

• Provide exceptional customer support via phone, live chat, and email‑based support tickets for All Aware customers.
• Troubleshoot technical issues by being inquisitive, logical, and persistent in identifying root causes and effective solutions.
• Maintain a positive, proactive, and adaptable approach while delivering high‑quality customer service.
• Identify recurring issues or common questions and assist with creating Help Center and support documentation to improve self‑service resources.
• Share knowledge and collaborate with internal teams through documentation, training, testing, and ongoing learning to continuously improve service quality and the overall customer experience.
• Assist with inbound sales inquiries from prospective and existing customers via phone, chat, and email.
• Assist with outbound follow‑ups to remain engaged with leads and support the overall sales process.
• Work closely with the Sales Lead to educate customers on All Aware’s products and services and help identify solutions that best meet customer needs.
• Assist the sales process by documenting interactions, maintaining accurate customer information, and coordinating next steps.
• Capture and communicate customer feedback and feature requests to help inform product development.
• Assist with daily order fulfillment, including accurately packing and shipping customer orders.
• Participate in inventory management working alongside experienced team members.
• Maintain organized fulfillment and storage areas to support efficient operations.
• Contribute to improvements in fulfillment processes as order volume and operations scale.
• Participate in end-of-month inventory reporting and other operational reporting as needed.
• Assist with special projects that support operational efficiency and business growth.
• Serve as the voice of the customer, sharing insights and trends to help inform product roadmaps and improvements.
• Assist in product and feature testing to evaluate customer experience (no technical background required).
• Provide quality‑assurance feedback on customer‑facing tools and website experiences.
• Advocate for a customer-first mindset, safeguarding customer experience in anything users see or interact with.
• Contribute ideas and feedback to help elevate the team and improve processes.
• Help manage office organization, supplies, equipment, and incoming or outgoing shipments.
• Serve as a reliable, hands‑on team member in a collaborative, in-office startup environment, where flexibility and initiative are valued.
• Perform additional operational tasks as needed to support the overall success of the All Aware office.

Benefits

• Our total rewards package is designed to support you holistically—in your health, your finances, and your life outside of work.
• The package includes medical plans with company subsidies, a Health Savings Account (HSA) with a company contribution, and a 401(k) with an employer match.
• We encourage a healthy work-life balance with paid vacation that increases with tenure, paid holidays, wellness time, and paid maternity and bonding leave.
• To complete the package, we also provide company-paid disability and life insurance, all within a collaborative and casual work environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees