Process Supervisor

We’re hiring a dedicated Process Supervisor with availability during evenings and weekends to help stabilize, scale, and improve our remote support team. You’ll work closely with leadership and have real ownership over daily operations, quality, and performance.

This is a hands-on role for someone who enjoys building systems, leading people, and solving real problems, not just following scripts.

What You’ll Do

Operations & Escalations 

• Handle Tier 2 / Tier 3 customer escalations
• Investigate and resolve high-severity cases
• Serve as a quality benchmark for case handling
• Ensure critical issues are documented and resolved

Team Leadership

• Manage and support a remote contractor team
• Audit work for quality and SOP compliance
• Coach and provide performance feedback
• Ensure coverage, reliability, and accountability

Onboarding & Administration 

• Lead onboarding and training for new hires
• Maintain training materials and SOP alignment
• Track schedules, hours, and availability
• Review time submissions and payroll inputs

Process Improvement

• Identify workflow gaps and inefficiencies
• Improve escalation paths and SOPs
• Flag recurring issues and propose solutions
• Work in tools such as Intercom, Linear, Slack, and internal systems

Who This Role Is For

• Experience leading small teams, preferably remote teams
• 1+ years in operations, support leadership, or escalations
• Experience managing contractors or distributed teams
• Strong organization and follow-through
• Sound judgment under pressure
• Experience building processes

Requirements:

• US-based 
• macOS computer 
• Availability over evenings and weekends

Compensation / Growth

• $20/hour
• 40 hours/week
• Fully remote position
• Flexible scheduling options within designated availability 
• People-first workplace culture
• Long-term opportunity
• Increased responsibility and pay as the company scales