Wow Support
OPERATIONS MANAGER
Full-time / Remote
Here are the responsibilities and expectations for the role:
1. Client Management
- Conducting client-onboarding/offboarding process, going on a deep dive with what the client needs and aligning it with a great solution from WowSupport, to take notes and ensure any necessary follow-up is completed
- Writing and sending thoughtful emails/notes to clients and others connected (client staff/OM)
- Handling certain client problems with grace and understanding. You’re the go-to customer service human in the company and will work individually with clients as needed and as they have questions
- Client success management with a focus on customer delight and client retention
2. Team Management
- searching, vetting, hiring, onboarding, monitoring, and offboarding customer support agents and junior salespeople
- Enforcing values and high standards within the team
- Ensuring admin updates, and client concerns are communicated to the team
3. Operations Management
- Implementing operational business systems and managing processes
- Organizing, leading, delegating, and ensuring the execution of all tasks
- Creating and implementing division policies and SOPs and subsequently following up with team members to ensure they are understood and being followed
- Working closely with the CEO to see the vision and direction for the division and creating and executing the necessary processes to move the company forward
- Creating spreadsheets and implementing new systems/tech as needed to support the operations of the division and team
- Managing the Profit and Loss statement of the division
4. Project Management
- Helping to create team meeting processes and then leading team meetings
- Managing projects in client’s own project management software to stay on top of deadlines and ensure projects are completed on time
- Communicating with clients regarding the status of their projects and fielding any client questions
- Stepping into project processes and suggesting improvements as necessary to streamline processes
- Planning projects while taking other moving parts into consideration and scheduling tasks accordingly
- Creating and managing projects and properly delegating them to team members
- Proactively delegating tasks and following up to ensure they are being completed
- Keeping track of project timelines and checking in with tasks and team to make sure everything stays on track
- Following up if tasks are not being completed to find out if additional support is needed
5. Others
- Finance and P&L monitoring (including minimizing expenses)
- Implementing new practices from the management (such as rolling out surveys or creating new processes) to better the client experience
- Understanding the vision of the CEO and creating ideas to help add to those visions
- Email and calendar management
- Reviewing and signing contracts and monitoring invoices of clients
- EOD reports every day for the first 90 days
This is a special interim position to lead an entirely new company, with a ladderized form of compensation.
Reporting will start at 40 hours a week (US Time) with a compensation of $1000/month with an additional $100 per client added after 10 paying clients on 995/ 1895 contracts, capped at $1400/month.
After the division gets to $40k/ month in revenue, you are welcome to apply for a profit-based bonus. Terms will be discussed after your initial 90 days with the company.
After 20 external clients, you will hire your own Client Success Manager for the division. The client success manager will focus on client retention, upsells, and all forms of client management.
Contractor pay is paid every 15th and 30th of the month through Paypal, Wise, or Payoneer.
Benefits and bonuses
- Insurance + telemedicine (after 90 days)
- Year-end bonus
- Cross-division sales bonuses (starts at $125-250 per subscription contract)
- 14 total paid leave days (combined sick and vacation leave, US vacation/ holidays + PH holy week)
