Operations Administrator - Customer Service

Engineering better vision is our passion.

At WAVE Contact Lens System, we're redefining what's possible in eye care. Our advanced software empowers eye care professionals to design custom contact lenses that improve outcomes for patients with even the most complex vision needs. We combine innovation, precision, and collaboration to deliver exceptional results-and we're growing.

We're looking for a Technical Operations Administrator who thrives at the intersection of customer support, technology, and healthcare innovation.

Why WAVE?

• Be part of a mission-driven company improving lives through better vision
• Work with innovative technology in a specialized healthcare space
• Join a collaborative, supportive team culture
• Opportunities for learning, growth, and professional development
• Excellent Benefits & Perks!

Schedule: 6:00am - 2:30pm

Location:
Arlington, WA (On Site)

What You'll Do

In this dynamic role, you'll serve as a key connection between eye care professionals and our manufacturing labs-ensuring seamless support and exceptional customer experiences.

Operations & Order Management (50%)

• Support the contact lens ordering process, including reorders and returns
• Monitor orders, resolve holds, and coordinate with manufacturing labs
• Communicate updates, changes, or delays with internal teams and partners
• Maintain accurate records of customer interactions and orders

Collaboration & Continuous Improvement (30%)

• Partner with R&D and cross-functional teams to resolve technical challenges
• Capture customer feedback and contribute to ongoing product improvements
• Manage leads and customer data within the CRM system
• Support onboarding and account setup for new customers
• Stay current on industry trends, products, and technologies

Customer & Technical Support (20%)

• Deliver responsive support via phone, email, chat, and remote sessions
• Troubleshoot software, network, and system issues step-by-step
• Assist customers with installations, updates, and system setup
• Provide guidance on product functionality and complex technical inquiries

What You Bring

• 2-3+ years of experience in technical support, operations, or a similar role
• Strong technical aptitude (software, networking, troubleshooting)
• Familiarity with Office 365 (Excel, Word, Outlook, PowerPoint)
• Experience with CRM/ERP systems and data management
• Excellent communication skills and a customer-first mindset
• Strong organizational and problem-solving abilities
• Ability to multitask in a fast-paced environment
• A self-starter attitude with a passion for learning and teamwork

Benefits & Perks

We believe in taking care of our team so you can do your best work:

• 100% employer-paid medical insurance for employees
• Medical, dental, and vision coverage for employees and dependents
• Three weeks of paid time off starting your first year
• Additional paid time off for your birthday
• Nine paid holidays
• Life insurance
• Short-term and long-term disability coverage
• 401(k) retirement plan with company match
• Costco Membership
• Employee Discounts through Life Mart

Work Environment

• Primarily desk-based role with extended computer use
• Collaborative office setting in Arlington, WA
• Smoke- and vape-free workplace