Operations Support Specialist

Operations Support SpecialistAustin, Texas, United StatesReflex is changing the way that 15-million Americans work in retail. We're building a platform that matches leading apparel brands with the top tier of retail talent, on-demand.About this roleReflex 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).What you'll be doingDelight those you interact with, particularly in difficult situations, to ensure that every Reflexer gets to the door safely and on-timeProvide omni-channel support (via phone, SMS, email, and Slack), while finding creative solutions to real-time fulfillment challengesReview I-9 (employment eligibility verification) documentation with high accuracyOnboard new workers to the platform, making hiring decisionsOperationally react to volume spikes through a variety of means, including reviewing new profiles, crafting custom marketing messages, and working with retailers to adjust schedulesMultitask while maintaining attention to detail and qualityHandle issues while adapting to pressure and time constraintsTriage issues and escalate to the correct teamCollaborate with the team to improve processes and outcomesWhat you should haveExperience in a customer support or operations roleStrong verbal and written communication skills; comfortable communicating via phone, text, and email with both internal team members and external customersExcellent attention to detail; you are able to spot developing issues quickly before they escalateThe ability to prioritize and manage multiple concurrent tasks in a time-sensitive environmentA customer-first mindset and a talent for creative, empathetic problem-solvingComfort working with support and operations tools (e.g., ticketing systems, live chat, Slack)Weekend availability, as our busiest days are Friday, Saturday, and SundayWillingness to take on challenges and learn from failure; the ability to work independently and operate in ambiguityA passion for reinventing retail — a plus if you've worked in retail!A relevant degree or comparable formal training, certification, or work experienceWhat we're offeringFull-time non-exempt hourly payHybrid role with a dynamic office environment in the heart of downtown Austin.

The kitchen is always stocked with drinks & snacks!Our customers and workers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds. If you share our values and our enthusiasm to improve retail, you'll find a home here at Reflex.