Operations Support Specialist

Operations Support Specialist

Operational Support Specialist to support the day-to-day operations of the Authorized Training Partner (ATP) program. This is a non-technical, operations-focused role centered on managing email communications, maintaining accurate CRM records, supporting approval workflows, and ensuring timely follow-up with instructors and partners.

The ideal candidate has 23 years of customer service or operational support experience, strong written communication skills, and experience managing a high-volume email inbox and documenting activities in a CRM. This person should be comfortable working independently, following established processes, and using creativity and sound judgment to resolve issues and improve workflows.

Key Responsibilities

• Manage daily ATP Trainer inbox operations, including reviewing, categorizing, prioritizing, and responding to inquiries.
• Provide timely and professional email support to instructors, training partners, and other stakeholders.
• Maintain accurate and detailed records of inquiries, requests, and resolutions within the CRM.
• Support PDU and certification course approval workflows, ensuring requests are properly reviewed, documented, and routed.
• Assist with instructor onboarding, badge management, and other ATP program administrative activities.
• Review and categorize emails and requests according to established processes, templates, and escalation paths.
• Identify issues requiring escalation and ensure they are routed to the appropriate team member.
• Communicate with internal teams and external partners to gather information and move requests toward resolution.
• Follow documented procedures while identifying opportunities to improve efficiency, consistency, and customer experience.
• Support EPP administration and other program-related operational activities as needed.
• Maintain organized documentation and ensure information in the CRM is accurate and up to date.
• Use available technology and AI tools to improve categorization, workflow efficiency, and operational processes.

Qualifications

• 23 years of customer service, operations, administrative, or program support experience.
• Experience managing a company or department email inbox and handling multiple requests simultaneously.
• Hands-on experience using a CRM to document customer interactions, requests, and resolutions.
• Strong written communication skills with the ability to communicate professionally and clearly through email.
• Highly organized with strong attention to detail and follow-through.
• Ability to work independently with minimal supervision.
• Strong problem-solving skills and the ability to use good judgment when determining how to handle requests.
• Comfortable following established processes while also identifying opportunities for improvement.
• Dependable, punctual, and able to consistently work 8:00 AM5:00 PM EST.
• Experience with AI tools or email categorization/workflow tools is a plus.
• Experience supporting training programs, certifications, professional development, or partner programs is a plus.