Operations Supervisor (Remote, US-Based) – Early-Stage Tech Startup
Role Overview
This is a mid-to-senior role as the first dedicated Operations Supervisor at an early-stage tech startup, managing a remote contractor team in the travel sector. Day-to-day responsibilities include handling high-severity customer escalations, auditing work for quality, coaching team members, and leading onboarding and training. The hire will have real ownership over daily operations, process improvement, and scaling support systems, directly impacting team performance and operational stability.
Perks & Benefits
The role offers remote work with a US-based requirement, likely expecting flexibility for some on-call duties. Benefits include working directly with founders, high autonomy and ownership, and the opportunity to grow into a senior operations role with increased pay as the company scales. The culture is hands-on and fast-paced, ideal for those who enjoy building systems and solving real problems in a startup environment.
Full Job Description
Headquarters: Seattle, WA URL: julia@getjetback.com">http://julia@getjetback.com
About the Role We re a founder-led, fast-growing tech startup supporting time-sensitive customer operations in the travel sector. We re hiring our first dedicated Operations Supervisor to stabilize, scale, and improve our remote support team. You ll work directly with leadership and have real ownership over daily operations, quality, and team performance. 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.
Responsibilities Operations & Escalations
Handle Tier 2 / Tier 3 customer escalations and 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, provide feedback, and maintain performance standards 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 with tools such as Intercom, Linear, Slack, and internal systems
Who You Are
3+ years in operations, support leadership, or escalations Experienced managing contractors or distributed teams Strong organization and follow-through Sound judgment under pressure Excellent written and verbal English
Bonus:
Startup, travel, or logistics experience 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 Confirm you are operating on a Mac Your availability
To apply: https://weworkremotely.com/remote-jobs/stealth-mode-tech-startup-operations-supervisor-remote-us-based-early-stage-tech-startup
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