Operations Manager – Last-Mile
Emma – The Sleep Company
Customer Operations Associate
Vi
full-time
Posted on:
Location Type: Hybrid
Location: 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Create, update, and troubleshoot partner and user access across systems
- Support registration flows, access permissions, and engagement readiness
- Execute and monitor outreach campaigns (voice, SMS, email) using internal tooling and CRM systems
- Track and escalate outreach blockers or member risk signals across functions
- Serve as a steady, calming communicator when de-escalating issues with partners or members
- Edit, refine, and enhance customer-facing scripts to improve personalization, clarity, and effectiveness
Requirements
- 2–4 years in customer support, success, operations, or engagement roles
- Strong verbal and written communicator who can balance empathy and clarity
- Experience using CRMs or engagement platforms (e.g., Salesforce, HubSpot, ZenDesk, examples)
- Comfortable editing messaging for tone, accuracy, and engagement
- Ability to work across teams to de-escalate issues and resolve access barriers
- Service-first mindset, with strong executional follow-through
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
strong verbal communicatorstrong written communicatorempathyclarityde-escalationservice-first mindsetexecutional follow-through
