Client Support & Operations Specialist 26-00152

Are you ready to grow your career at a values-driven, family first MSP? DTC is a close-knit team built on trust, ownership, and doing the work right. We operate by six core values: Curiosity, Integrity, Ownership, Agility, Authenticity, and Family First. If those words mean something to you in practice — not just on paper — you'll fit right in.
This role sits at the center of our operations. You'll assist with client calls, own key finance and operational workflows, and help us show up consistently — internally and externally. It's not entry-level and it's not purely back-office. It's both, done well, at the same time.
The Client Support & Operations Specialist is the connective tissue between our client-facing work and our internal operations. You'll assist with phone coverage and client intake, run key finance and billing workflows, support process documentation, and contribute to internal and external communications and marketing. This role was built to eliminate single points of failure — which means you're not shadowing someone else's work, you're owning yours
This is an in-person role based in Sparks, MD.

We'll Provide:

• Robust benefits package including PTO, 401k, healthcare, dental, and vision.
• Salary range of $58-65k annually.
• Option for a hybrid work environment that supports work/life balance after the first three months.
• Flex time policy that supports real work-life balance
• A team that shows up for each other — in the work and outside of it
• Room to grow — this role touches every part of our operation

What You’ll Do:

• Client Service & Phone Coverage
  • Assist with inbound client calls — professional, calm, and accurate every time
  • Triage requests, create detailed service tickets, and route them to the right teams without prompting
  • Support client intake during coverage gaps, demand spikes, and team absences
  • Maintain a service-first presence across all client communications, written and verbal
• Finance & Billing Operations
  • Run AR calls and follow up on outstanding accounts consistently and on schedule
  • Process invoices and handle billing workflows with accuracy and attention to detail
  • Support quote processing and project creation in coordination with the team
  • Assist with vendor management — maintaining records, routing invoices, and keeping documentation clean
• Operations & Documentation
  • Build and maintain SOPs, how-to guides, and internal process resources that reduce repeat questions
  • Keep client records accurate and current in our systems
  • Identify gaps in existing workflows and bring practical solutions — not just problems
  • Support internal documentation tied to HR, onboarding, and employee enablement
• Communications & Marketing Support
  • ​​​​​​​Support internal communications including team announcements, newsletters, and process updates
  • Assist with external-facing content including social media and client-facing materials as needed
  • Bring a consistent, on-brand voice to everything you touch — written and visual
• Administrative & Cross-Team Support
  • ​​​​​​​Support day-to-day administrative flow and cross-team coordination tasks as needed
  • Use available technology and AI tools to improve documentation quality and workflow efficiency
  • Operate with ownership — follow through, ask the right questions at the right time, and don't require rescue

Skills You’ll Need:

• 4+ years of experience in a client-facing operations, administrative, or support role — preferably in a service environment
• Demonstrated experience with billing, invoicing, AR, or other finance-adjacent workflows​​​​​​​
• Comfortable and confident on the phones with clients in a fast-paced service environment
• Strong documentation instincts — you write clear, usable process guides
• Proficient with Microsoft Office Suite and able to learn internal systems quickly
• Experience supporting or creating internal and external communications or marketing content is a plus
• MSP, IT services, or other high-volume service environment experience strongly preferred

You'll Thrive Here If:

• You own your work — you finish what you start and don't wait to be asked twice
• You're energized by variety — no two days look exactly the same here
• You communicate clearly and directly, with clients and teammates alike
• Family First isn't just a value to you — it's how you operate

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