Operations/Customer Support Coordinator (Remote) - 5927715591

Location: Remote (South Africa or LATAM)

Type: Full-time

Reports to: Operations Lead

We are a fast-growing energy procurement company. Currently, our core operations team is managing the entire RFP lifecycle—from drafting to supplier responses and sales booking. We need an Operations & Customer Support Coordinator to step in as the "engine room" support, handling the critical administrative, investigative, and troubleshooting tasks that keep our procurement cycles moving.

This role is a hybrid between a high-level Virtual Assistant and a Back-end Operations Coordinator. Your job is to ensure that no email goes unanswered, no case goes unresearched, and every piece of account documentation is flawless, allowing the senior procurement team to stay focused on high-level strategy.

• Communications Lead: Manage team inboxes, ensuring information is "cascaded" to the right person or department immediately.
• Troubleshooting: Identify and resolve issues within incoming messages before they need to be escalated to the senior team.
• Contextual Routing: Use context clues and industry knowledge to take action on emails rather than just passing them along.

• Ticketing Ownership: Manage our case system, transforming incoming inquiries into actionable tickets.
• Investigation: When a customer service issue or inquiry arises, you will take the lead on researching the root cause and gathering the necessary data.
• Sales Liaison: Communicate directly with the sales team to track down invoices, answer inquiries, and ensure a seamless feedback loop between sales and operations.

• Lifecycle Documentation: You are responsible for verifying that service begins timely for all accounts under contract and that all records are up-to-date with the account status. Additionally, when accounts "drop" (service ends), you are responsible for documenting the exit, communicating it to the relevant teams, and verifying that all records are updated across our systems.
• Tracking: Maintain rigorous documentation for all troubleshooting and investigative steps taken.

• Revenue Management: After proven success in role, you will assist leadership with revenue-related tasks, including investigating missing payments, contacting our partners to determine timelines for missing payment resolution, and identifying revenue trends.
• Reconciliation: Perform light reconciliation tasks to ensure that incoming payments align with expected revenue and investigate when discrepancies exist.

• Proven Support Experience: 2+ years in a virtual assistant, operations support, or customer service role, ideally within a complex industry (Energy, Finance, or Logistics).
• Troubleshooting Mindset: You enjoy "playing detective" and won't stop until you find why a payment is missing or why an account record is inconsistent.

• Proactive "Go-After-It" Attitude: You don't wait for a task list. You find work to do, look for the next thing to optimize, and thrive when given the autonomy to "investigate."
• High Professionalism: You are comfortable communicating with sales "powerhouses" and external partners with confidence and clarity.
• Resourceful: You know how to use context clues to find answers, but you also know exactly when to ask for help before a small issue becomes a bottleneck.

• English Fluency: Exceptional written and verbal English is required to manage high-stakes procurement communications.
• Technical Savvy: Proficient in CRM/Ticketing systems and Microsoft Office suite. Experience with AI tools (Claude/ChatGPT) to increase workflow velocity is a major plus.

• The Procurement Ops team is no longer bogged down by inbox management and basic inquiries.
• Cases are created, researched, and resolved (or ready for final sign-off) with minimal intervention from the senior team.
• Documentation regarding account status and service changes is 100% accurate and up to date.
• Within six months, you are actively assisting with revenue reconciliation and finding "missing" revenue through your investigative work.