Process Supervisor

We’re a founder-led, fast-growing tech startup supporting time-sensitive customer operations in the travel sector. We’re hiring a dedicated Operations Supervisor 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. We are currently looking for around the clock coverage and will give priority to applicants with evening/weekend availability. This is a hands-on role for someone who enjoys building systems, leading people, and solving real problems -- not just following scripts. Company details will be shared after initial screening. Role Overview This is a 40-hour/week, hourly contract role focused on supervising contractors, handling escalations, and improving operational workflows. You’ll be a key link between frontline support and leadership. 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
• This role is ideal for someone who has led small teams and wants more ownership in a growing startup.
• You likely have:
• 3+ years in operations, support leadership, or escalations

Experience managing contractors or distributed teams Strong organization and follow-through Sound judgment under pressure Excellent written and verbal English

• Bonus:
• Startup, travel, or logistics background

Experience building processes from scratch

• Requirements:
• US-based *- macOS computer
• Compensation & Growth

$20/hour 40 hours/week (some on-call responsibility) Long-term opportunity Increased responsibility and pay as the company scales Why Join Work directly with founders High autonomy and ownership Real influence over systems and standards Opportunity to grow into a senior operations role

• How to Apply
• Please include:

Brief summary of your leadership experience Example of a challenging escalation you handled Your availability