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ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps.
This position is remote; however, due to specific position requirements, the employer cannot hire from the following locations for this opportunity:

• OCONUS - EU Countries
• California
• District of Columbia
• Illinois
• Montana
• Rhode Island
  #LI-Remote

As a Help Desk Operations Specialist, you will play a critical role in delivering a seamless, responsive customer experience by managing inbound Help Desk inquiries, triaging requests, and ensuring issues are routed to the right teams quickly and efficiently. This role serves as the operational front door to the Customer Experience organization, helping employees, HR teams, and customers navigate questions related to leave support, product support, and general account needs. The ideal candidate is highly organized, customer-oriented, systems-minded, and comfortable balancing responsiveness with operational efficiency. In addition to ticket management, this role will partner closely with the Customer & Growth Operations Manager to improve Help Desk workflows, support automation initiatives, refine AI-driven customer experiences, and maintain high-quality Help Center content.
Day in the Life
Help Desk Management & Customer Support
Respond to inbound customer, employee, and HR inquiries through the Help Desk in a timely, professional, and empathetic manner
Serve as the first line of response for customer inquiries, resolving issues directly whenever possible
Triage and route tickets to the appropriate teams, specialists, or escalation paths to ensure efficient resolution
Monitor Help Desk queues to ensure tickets are progressing appropriately and service level expectations are met
Identify trends, recurring issues, and friction points impacting customer experience
Ticket Triage & Escalation Management
Assess incoming requests and determine the appropriate owner, priority level, and next steps
Escalate urgent, sensitive, or high-impact customer concerns to leadership teams when appropriate
Partner cross-functionally with Leave Specialists, Technical Support, Payroll, Compliance, Customer Success, and Leadership to coordinate issue resolution
Proactively flag at-risk customer experiences, communication gaps, or operational concerns
AI, Automation & Workflow Optimization
Assist in building, refining, and improving our AI customer support agent to increase efficiency and improve customer outcomes
Help identify opportunities for automation across customer workflows and Help Desk operations
Partner on testing, documenting, and refining new workflows, processes, and operational improvements
Support ongoing efforts to reduce manual work and improve response times through operational efficiencies
Help Center & Knowledge Management
Help maintain, review, and improve Help Center documentation to ensure accuracy, clarity, and usefulness
Identify documentation gaps and recommend updates based on recurring customer questions
Assist with SOP creation and ongoing process documentation to support operational consistency
Customer Outreach & Follow-Up
Occasionally, contact employees or customers by phone to gather additional information, clarify requests, or assist with issue resolution
Provide a calm, empathetic, and professional customer experience, particularly in sensitive situations
Additional Qualifications/Responsibilities
Must Haves
2+ years of experience in customer support, customer operations, help desk, customer success, leave administration, HR support, or a related operational role preferred
Strong written and verbal communication skills with a customer-first mindset
Exceptional organization skills and ability to manage multiple priorities in a fast-paced environment
Strong judgment and problem-solving skills with the ability to triage effectively
Comfortable learning and improving systems, workflows, and technology
Experience working within Help Desk or ticketing systems (HubSpot, Zendesk, Salesforce Service Cloud, etc.) preferred
Comfortable with AI tools, workflow automation, knowledge bases, or operational systems
Comfortable handling occasional phone conversations with employees and customers
Position Details
Pay Rate: $26/hour
Schedule:
Training: 4-6 weeks Monday - Friday 8am - 5pm MST
Post-Training: Monday - Friday 8am - 5pm in MST or CST
What's in it for you?
100% remote
Equipment provided
Health Dental Vision Insurance enrollment
Short-Term Disability Long-Term Disability
Life Insurance
PTO
Yuna Health
EAP
401k
Perkspot
Compliance & Eligibility
Background & Screenings: Successful candidates must complete and pass a background check prior to their start date
Verification: In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Work Environment: Because this is a remote work role, you must have a private, dedicated workspace that enables you to work independently and without interruptions.
Location: Due to specific position requirements, we cannot hire from the following locations for this opportunity: California, District of Columbia, Illinois, Montana, Rhode Island, OCONUS - EU Countries