Operations Support Specialist

Reflex • Austin, TX

3d • Hybrid

About The Position

Reflex is growing fast, and we're looking for an Operations Support Specialist to support Reflex in our mission to build the best way to work in retail by ensuring that we provide real-time support to our retailers and 'Reflexers' (that's what we call our workers) across all US markets in four different time zones. When things don't go according to plan, we step in to ensure that everyone receives a personalized, fast, and easy path to resolution across multiple channels (primarily text and email).

Requirements

• Experience in a customer support or operations role
• Strong verbal and written communication skills; comfortable communicating via phone, text, and email with both internal team members and external customers
• Excellent attention to detail; you are able to spot developing issues quickly before they escalate
• The ability to prioritize and manage multiple concurrent tasks in a time-sensitive environment
• A customer-first mindset and a talent for creative, empathetic problem-solving
• Comfort working with support and operations tools (e.g., ticketing systems, live chat, Slack)
• Weekend availability, as our busiest days are Friday, Saturday, and Sunday
• Willingness to take on challenges and learn from failure; the ability to work independently and operate in ambiguity
• A relevant degree or comparable formal training, certification, or work experience

Nice To Haves

• A passion for reinventing retail — a plus if you've worked in retail!

Responsibilities

• Delight those you interact with, particularly in difficult situations, to ensure that every Reflexer gets to the door safely and on-time
• Provide omni-channel support (via phone, SMS, email, and Slack), while finding creative solutions to real-time fulfillment challenges
• Review I-9 (employment eligibility verification) documentation with high accuracy
• Onboard new workers to the platform, making hiring decisions
• Operationally react to volume spikes through a variety of means, including reviewing new profiles, crafting custom marketing messages, and working with retailers to adjust schedules
• Multitask while maintaining attention to detail and quality
• Handle issues while adapting to pressure and time constraints
• Triage issues and escalate to the correct team
• Collaborate with the team to improve processes and outcomes

Benefits

• Full-time non-exempt hourly pay
• Hybrid role with a dynamic office environment in the heart of downtown Austin.
• The kitchen is always stocked with drinks & snacks!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed