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Operations Support Specialist



Customer Service, Operations
Austin, TX, USA
Posted on Sunday, May 14, 2023

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 Operations Support Specialists to support Reflex in our mission to build the best way to work in retail by ensuring we provide real-time support to our retailers and ‘Reflexers’ (that’s what we call our workers) across all our markets. When things don’t go according to plan, we step in and ensure 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 challenges

  • 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

  • Take ownership of issues and see them through

  • Work as an advocate for Reflexers and retailers by improving every part of the Reflex experience

  • Collaborate with the team to improve processes and outcomes

What you should have:

  • 1+ year(s) of experience in a customer support role, logistics a plus

  • Availability to work weekends, nights, and some holidays

  • A relevant degree or comparable formal training, certification, or work experience.

  • Excellent attention to detail; you are able to spot developing issues quickly before they escalate

  • Strong verbal and written communication skills, are comfortable communicating via phone, text and email with both internal team members and external customers

  • The ability to prioritize multiple concurrent tasks in a time-sensitive environment

  • Familiarity with HubSpot or Zendesk or similar ticketing systems

  • You’re a self-starter and familiar with a startup environment

  • You’re willing to take on challenges and learn from failure; ability to work independently & operate in ambiguity

  • Ability to type at least 40 words per minute

  • You are highly adaptable; you welcome change and the opportunity to influence the future of our organization.

  • A passion for reinventing retail - a plus if you’ve worked in retail

What we’re offering:

  • Full-time non-exempt hourly pay

  • We offer Aetna health, vision, and dental insurance benefits

  • Equity grant commensurate with your role as one of the first 30 employees at a fast-growing, early-stage venture backed company

  • Hybrid role with dynamic office environment in the heart of downtown Austin, TX

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. Reflex is proud to value diversity at our company. All qualified applicants will receive consideration for employment.