Operations Support Specialist

Job Description

Job Description

About Reflex

Reflex is changing the way that 15-million Americans work in retail. We're building a platform that matches leading apparel brands with the top tier of retail talent, on-demand.

About this role

Reflex is growing fast, and we're looking for an Operations Support Specialist to support Reflex in our mission to build the best way to work in retail by ensuring that we provide real-time support to our retailers and 'Reflexers' (that's what we call our workers) across all US markets in four different time zones. When things don't go according to plan, we step in to ensure that everyone receives a personalized, fast, and easy path to resolution across multiple channels (primarily text and email).

What you'll be doing

• Delight those you interact with, particularly in difficult situations, to ensure that every Reflexer gets to the door safely and on-time
• Provide omni-channel support (via phone, SMS, email, and Slack), while finding creative solutions to real-time fulfillment challenges
• Review I-9 (employment eligibility verification) documentation with high accuracy
• Onboard new workers to the platform, making hiring decisions
• Operationally react to volume spikes through a variety of means, including reviewing new profiles, crafting custom marketing messages, and working with retailers to adjust schedules
• Multitask while maintaining attention to detail and quality
• Handle issues while adapting to pressure and time constraints
• Triage issues and escalate to the correct team
• Collaborate with the team to improve processes and outcomes

What you should have

• Experience in a customer support or operations role
• Strong verbal and written communication skills; comfortable communicating via phone, text, and email with both internal team members and external customers
• Excellent attention to detail; you are able to spot developing issues quickly before they escalate
• The ability to prioritize and manage multiple concurrent tasks in a time-sensitive environment
• A customer-first mindset and a talent for creative, empathetic problem-solving
• Comfort working with support and operations tools (e.g., ticketing systems, live chat, Slack)
• Weekend availability, as our busiest days are Friday, Saturday, and Sunday
• Willingness to take on challenges and learn from failure; the ability to work independently and operate in ambiguity
• A passion for reinventing retail — a plus if you've worked in retail!
• A relevant degree or comparable formal training, certification, or work experience

What we're offering

• Full-time non-exempt hourly pay
• Hybrid role with a dynamic office environment in the heart of downtown Austin. The kitchen is always stocked with drinks & snacks!

Our customers and workers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds. If you share our values and our enthusiasm to improve retail, you'll find a home here at Reflex.