Sr. Operations Support Agent

Operations Support Agent

We're iPostal1 and we're in growth mode. This is an exciting time to join our team. Headquartered in Rockland County, N.Y., we are an established, cutting-edge leader in the digital mailbox industry. Our customer base is quickly growing and we're looking for confident, upbeat, personable Customer Service professionals to support that growth in all locations.

The Operations Support Agent will serve as a subject matter expert in specialized services within the iPostal1 Call Center. This role requires an in-depth understanding of multiple features, including iStopMail, Create & Send, Notarize Any Doc, Hold Freeze, BOI, Affiliate Program, and Personal Delivery. Agents will ensure timely and accurate processing of these services while maintaining high levels of customer satisfaction.

When specialized tasks are completed, agents will support general customer service functions, including chats, emails, and calls. In addition to the core responsibilities listed, agents will be expected to take on any and all additional operational tasks and projects as assigned. This includes, but is not limited to, new feature rollouts, process improvements, and cross-functional support initiatives.

*Please note that you can be based in/near any of our iPostal1 locations.

Responsibilities

Specialized Services Support:

• Assisting customers with managing account preferences and processing service requests.
• Providing guidance on third-party services and troubleshooting customer issues.
• Managing temporary account holds, tracking promotional programs, and coordinating specialized delivery services.
• Working closely with mail centers, vendors, and internal teams to resolve service-related concerns.
• Handling claims and escalations related to lost, delayed, or undelivered items.
• As business needs evolve, additional specialized tasks and operational responsibilities may be assigned.

Customer Support & Operational Efficiency:

• Efficiently handle customer inquiries and process service requests related to the above programs.
• Work closely with mail centers, third-party vendors, and internal teams to resolve issues and ensure seamless service delivery.
• Maintain up-to-date knowledge of each specialized service to provide expert guidance.
• Monitor metrics related to the Affiliate Program and Personal Delivery to identify trends and improvements.
• Take on additional operational tasks and projects as needed to support evolving business needs.
• When specialized tasks are completed, transition to handling customer support through chat, email, and calls.

Performance Expectations

• Maintain expertise in all assigned service areas.
• Ensure timely and accurate processing of customer requests.
• Provide clear, professional, and customer-centric communication.
• Support standard customer service functions (chat, email, calls) when specialized workload permits.
• Track and report relevant metrics for specialized services, identifying areas for improvement.
• Take initiative in handling additional operational tasks and process improvements as assigned.

Requirements

• Strong problem-solving skills and ability to troubleshoot service-related issues.
• Ability to multitask and adapt to shifting priorities based on business needs.
• Strong written and verbal communication skills.
• Detail-oriented with a commitment to accuracy in tracking and processing customer requests.
• Comfortable working with third-party vendors and coordinating across multiple departments.
• Ability to work independently while maintaining team collaboration.
• Proactive mindset with a strong sense of ownership, ensuring tasks are completed efficiently and issues are addressed without delay.

iPostal1 is an Equal Opportunity employer and considers all applicants for employment without regard to race, color, religious creed, ancestry, religion, sex, sexual orientation, gender identity and/or expression, pregnancy, age, national origin, marital status, disability, military status, genetic information or any other category protected by law.