Operations Specialist

Operations Specialist — Member Support & Client Operations

Location: Remote

About Rad Hires

Rad Hires connects skilled remote professionals with U.S. companies that need reliable, hands-on operators. We handle the matching, vetting, and support so our talent can focus on doing great work for clients who value them.

About the Company

Our client helps youth sports organizations run their back-office operations — registration, member communications, administration, and technology — so coaches and volunteers can stay focused on the field. They work as an extension of their clients' teams and are currently growing their support for a basketball training and membership business.

About the Role

This role blends high-volume customer support with hands-on client operations. You'll resolve member questions about classes, bookings, onboarding, accounts, and billing — not just answer them, but see them through to a confirmed outcome. Same-day support matters most when it affects an upcoming class. You'll work closely with an Account Manager, learn the client's systems and rules, and take ownership of routine issues within your authority — flagging anything outside it (policy exceptions, financial decisions, safety concerns) to the right person.

What You'll Do

• Manage a high-volume member-support queue with clear, warm, concise replies
• Prioritize by time sensitivity, member impact, and risk
• Calm frustrated parents and members, investigate what happened, and explain next steps honestly
• Work in Momence or similar membership/scheduling platforms to check records, process authorized booking changes, and investigate account or billing questions
• Confirm the right member, class, location, date, and rule before making any change
• Follow every issue through to a confirmed resolution — verify, update the member, document, then close
• Keep pending work visible with clear follow-up times and handoffs across coverage periods
• Use Slack, Google Workspace, and approved AI tools responsibly, verifying AI-assisted work and handling member data appropriately
• Support registration, rostering, class scheduling, administrative overflow, and new-location setup as needed
• Improve recurring answers and SOPs so the next issue is easier to resolve

What We Look For

• Experience handling a high-volume support queue (job title matters less than this)
• Clear writing, calm under pressure, and the ability to make an upset person feel heard without over-promising
• Strong prioritization judgment — not every request is equally urgent
• Comfort asking focused questions and distinguishing facts from assumptions while work is still moving
• Fast learner with new software — through documentation, exploration, and targeted questions
• Ownership: notices details, owns mistakes, follows through without reminders
• Comfort with Slack, Google Workspace, and AI-assisted workflows
• Youth sports experience is a strong plus; also welcome: travel/airline support, hospitality/reservations, fitness or membership businesses, e-commerce support, event ops, healthcare scheduling, or software support with real problem-solving responsibility
• No bachelor's degree required

Signals We Love

• You can walk through a hard customer problem you solved — including how you verified it was actually fixed
• You communicate blockers early instead of sitting on them
• You've organized a busy queue without treating everything as equally urgent

This Role Isn't for You If

• You want detailed step-by-step instructions for every task
• You'd rather close a ticket than confirm the outcome
• You're not comfortable owning a decision within clear boundaries

Logistics

• Location: Remote / Phillippines
• Hours: Meaningful overlap with U.S. business hours required, mostly EST overlap. Weekend coverage may be part of the role as the coverage model is finalized.
• Reports to: Account Manager