Operations Supervisor

Key Responsibilities

Office Operations & Administration

• Support daily administrative operations for the business owner and internal team.

• Act as a central point of coordination between the owner, customer service team, field crews, vendors, and customers.

• Track open tasks, customer requests, internal follow-ups, and pending items.

CRM & Service Autopilot Management

• Work within Service Autopilot or similar field-service CRM platforms.

• Maintain accurate customer records, service notes, job updates, schedules, and account information.

• Ensure inbound customer requests are properly logged, categorized, and routed.

Customer Service Team Oversight

• Help train CSRs on customer communication, CRM entries, call notes, escalation procedures, and service workflows.

• Monitor quality of communication and ensure proper follow-up on customer issues.

• Provide guidance on handling complaints, service changes, new inquiries, and field-related updates.

Customer & Field Communication

• Assist with inbound customer inquiries by phone, email, or CRM notes when needed.

• Coordinate communication between customers and field teams.

• Ensure customer requests such as skipped service, schedule changes, complaints, positive reviews, and new service inquiries are handled promptly.

Vendor, Supplies & Office Coordination

• Communicate with vendors and ensure key vendor-related updates are tracked.

• Support monitoring of accounts payable items, especially recurring vendor payments or autopay items.

• Order office supplies and ensure the team has what they need to operate efficiently.

Payroll, HR & Timekeeping Support

• Support timekeeping review, onboarding/offboarding administration, and employee record updates.

• Assist with payroll preparation or review by gathering and checking relevant information.

Accounts Receivable / Payable Support

• Assist with accounts receivable and accounts payable tracking.

• Monitor vendor bills, recurring payments, and customer payment-related follow-ups.

Required Skills & Experience

• Prior experience as an Office Manager, Executive Assistant, Operations Coordinator, Admin Manager, or similar role.

• Strong experience working with CRMs, service-management platforms, or customer databases.

• Experience coordinating customer communication and internal operations.

• Ability to manage multiple tasks, follow-ups, and priorities without constant supervision.

• Strong written and verbal English communication skills.

• Comfort handling customer complaints professionally and calmly.

• Strong attention to detail when updating systems and records.

• Ability to work Eastern Time business hours.

US Shift

Salary - 35 - 40k