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Online Operations - Operations Coordinator III

Spectraforce Technologies
United States, North Carolina, Raleigh
500 West Peace Street (Show on map)
Apr 02, 2026
Job Title: Online Operations Agent (Operations Coordinator III) Location: Remote (US - EST Required) Schedule: Friday - Tuesday \| 5:00 AM - 2:00 PM EST Duration: 8+ months About the Role We are seeking a customer-focused and analytically driven Online Operations Agent to support high-priority partner operations in a fast-paced, global environment. This role involves managing complex partner issues, conducting deep investigations, and collaborating cross-functionally to deliver timely and effective resolutions. You will play a critical role in ensuring seamless partner experience by navigating ambiguous scenarios, identifying root causes, and driving structured problem-solving approaches. Key Responsibilities Primary Responsibilities (80%) Provide high-touch support and end-to-end case management for partner issues Troubleshoot complex operational and product-related issues using root cause analysis Collaborate with cross-functional teams during escalations and high-priority incidents Investigate issues across multiple systems, tools, and workflows Respond to partner queries related to product features, bugs, and operations Identify recurring trends and share actionable insights Secondary Responsibilities (20%) Improve workflows and processes for issue resolution Develop subject matter expertise in products and operational areas Document findings and contribute to knowledge base/playbooks Support onboarding and training of new team members Required Qualifications Experience 3+ years in operations, customer support, technical support, or partner/account management Proven track record of resolving complex, high-priority issues Experience working in global, cross-functional environments Core Skills Strong analytical and problem-solving skills (root cause analysis, structured troubleshooting) Excellent written communication with a professional, partner-centric tone Experience managing escalations and prioritizing critical issues Ability to operate effectively in ambiguous and evolving environments Strong collaboration and stakeholder management skills Technical Skills Proficiency in Excel and data analysis tools Experience working across multiple systems/tools for issue investigation Preferred Qualifications Data analysis and insights generation experience Project management exposure Experience in Trust & Safety or risk-sensitive environments Familiarity with structured escalation workflows in global support teams Exposure to AI tools for workflow optimization Success Metrics Effective resolution of complex partner issues Strong cross-functional collaboration and escalation management High-quality performance and QA scores Ability to work autonomously and share knowledge with the team Additional Information Fully remote role (EST hours are mandatory) Flexibility is required for occasional cross-regional collaboration Low volume but highly complex and sensitive cases Fast-evolving environment requiring adaptability and proactive problem-solving