Service Operations Associate

Monthly Pay: $4,140 - $5,881 USD per month

Accurate service updates, complete notes, and dependable follow-up define good work in this service operations role. The associate supports the service operations team under a service operations team lead, helping requests move from receipt to confirmed completion without missing essential details. Working with customers, service specialists, and internal operations contacts, the associate checks information, updates request status, and flags delays using established procedures.

This fully remote position is based in New Jersey, United States, with all duties performed through a desk-based work from home arrangement. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming service requests from shared email and ticket queues, identify the requested action, and check whether enough information is available to proceed.
• Check customer details and service history in a CRM such as Hub Spot, noting missing information without changing information that cannot be verified.
• Create and update service tickets in a Support platform such as Zendesk, recording request details, current status, assigned contacts, and next steps.
• Apply established request categories and priority guidelines, sending work to the appropriate service specialist and asking the team lead about unclear assignments.
• Maintain shared task lists in a Project management such as , showing ownership, expected completion points, dependencies, and updates received from colleagues.
• Contact customers or internal service contacts for missing details, explain what is needed, and record responses so the next person can continue smoothly.
• Check open requests against expected response times, follow up with assigned specialists, and elevate delays or conflicting information to the service operations team lead.
• Compare completed work with request instructions and standard checklists, flag discrepancies, and return incomplete items to the responsible colleague for correction.
• Confirm completion with the appropriate contact, update ticket status, and close requests only when required actions and supporting notes are complete.
• Meet quality standards for accurate updates, timely turnaround, complete notes, and documented follow-up; share recurring errors and unresolved items during team reviews.

• High school diploma or equivalent.
• No experience required; related experience in service operations, administrative support, or customer request handling is preferred.
• Basic understanding of how service requests move through receipt, assignment, progress checks, review, and completion.
• Comfort learning shared ticket queues, customer information systems, and task boards through guided practice and written instructions.
• Ability to compare request details against checklists, recognize omissions, and ask clear questions before making updates.
• Clear written and verbal communication for customer updates, internal handoffs, follow-up messages, and concise service notes.
• Reliable computer, high-speed internet, and quiet private workspace suitable for handling customer information and participating in remote discussions.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work with desk-based responsibilities carried out from home in New Jersey.
• Structured onboarding and training on a CRM such as Hub Spot, a Support platform such as Zendesk, and a Project management such as
• Regular check-ins with the team lead to review questions, discuss quality feedback, and reinforce established service procedures.
• Practical development of service operations, quality control, process documentation, and request tracking skills through everyday assignments.

• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.