Customer Experience and Business Operations Specialist

Mission Telecom; United States; On-site; USD 30,000 - 36,000; Part time

Benefits offered by this job

Hourly wage 22–26 USD

Paid holidays

Job summary

Mission Telecom is seeking a part-time Customer Experience and Business Operations Specialist to be the main contact for nonprofits, schools, and libraries using our wireless broadband service. You’ll handle support requests, onboard new accounts, process orders, and help customers get the most from their service.

This remote role reports to the Senior Manager of Operations and works with our operations, sales, and technical teams, as well as carriers and device suppliers.

Qualifications

• 2+ years of customer support experience in tech, telecom, education, nonprofits, or government.
• Experience troubleshooting technology products or services by phone or in writing.
• Experience using a CRM or ticketing system with accurate record-keeping.
• Comfort with data, tracking metrics, and simple reporting.
• Clear, friendly communication with non-technical customers.
• Ability to work independently in a remote, fast-changing environment.

Responsibilities

• Respond to support requests across channels and resolve issues.
• Onboard new accounts and train customers on products.
• Process orders and coordinate shipping for large or complex orders.
• Document customer interactions accurately in the CRM.
• Track CSAT responses and report to leadership.
• Improve customer experience processes and workflows.
• Perform other duties as assigned.

Skills

Customer support

Communication

CRM usage

Data reporting

Independent work

Tools

Salesforce

HubSpot

CRM software

Job description

Who We Are

Mission Telecom is a 501(c)(4) nonprofit wireless broadband provider and grantmaking foundation. We partner with nonprofits, schools, and libraries to close the digital divide through reliable, affordable wireless broadband and connected devices, and through Mission Telecom Giving, we fund social impact organizations working to advance equity and justice. Our grantmaking focuses on multiracial democracy, movement infrastructure and innovation, and telecom justice, including broadband affordability policy.

Mission Telecom is a 501(c)(4) nonprofit wireless broadband provider and grantmaking foundation. We partner with nonprofits, schools, and libraries to close the digital divide through reliable, affordable wireless broadband and connected devices, and through Mission Telecom Giving, we fund social impact organizations working to advance equity and justice. Our grantmaking focuses on multiracial democracy, movement infrastructure and innovation, and telecom justice, including broadband affordability policy.

About The Role

Mission Telecom is looking for a part-time Customer Experience and Business Operations Specialist to be a main point of contact for the nonprofits, schools, and libraries that use our wireless broadband service. You’ll answer support requests, onboard new accounts, process orders, and help customers get the most out of their service.

This role reports to the Senior Manager of Operations and works closely with our operations, sales, and technical teams, as well as outside partners such as carriers and device suppliers. Beyond day-to-day support, you’ll help document and improve the processes we run in our CRM and account management tools, and track the data that shows how well we’re serving customers.

This is a part-time, hourly position of up to 29 hours per week. It is fully remote, with occasional paid travel.

Key Responsibilities

Customer Support

• Respond to support requests from nonprofits, schools, and libraries across multiple channels and work each issue through resolution.
• Help customers set up devices and services, and troubleshoot hardware, software, and connectivity problems.
• Escalate technical issues to internal teams and partners and follow up with customers until the issue is resolved.
• Document customer interactions accurately in the CRM.
• Follow up on customer satisfaction (CSAT) survey responses and close the loop with each customer.

Onboarding and Orders

• Onboard new accounts so each customer knows how to use their service and who to contact for help.
• Train customers on our products and services so they can use all available features.
• Process orders and account transactions and coordinate shipping and logistics for larger or more complex orders.
• Complete required account compliance steps, such as eligibility verification and customer documentation.

Process Improvement and Reporting

• Set up and document customer experience workflows in our CRM and account management tools.
• Review processes regularly and recommend changes that save time or improve the customer experience.
• Coordinate with external partners to understand customer needs and resolve service issues.
• Track call disposition, ticket volume, and customer satisfaction, and prepare regular reports for the Senior Manager of Operations.

Other Responsibilities

• Perform other duties and responsibilities as assigned.

What Success Looks Like

• Support requests answered and resolved in under 1 hour
• New accounts set up and using their service within 2 weeks of signing
• Customer satisfaction scores at or above 90%
• Customer interactions documented completely and accurately in the CRM
• Customer experience workflows documented and kept current

What You’ll Need

• 2 or more years of customer support experience in technology, telecommunications, education, libraries, nonprofits, government, or related fields.
• Experience helping customers troubleshoot technology products or services by phone or in writing.
• Experience working in a CRM or ticketing system and keeping accurate records.
• Comfort working with data, including tracking metrics, spotting trends, and putting together simple reports.
• Clear, friendly communication with customers who may not be technical.
• Ability to work independently, manage your time, and set priorities in a remote, fast-changing environment.

Nice to Have

• Experience with Salesforce, HubSpot, or another CRM platform.
• Knowledge of wireless telecommunications products and services.
• Call center or contact center experience.
• Experience designing or improving customer experience processes.
• Experience supporting nonprofits, schools, or libraries.
• Bilingual in English and Spanish.

Compensation And Benefits

• $22.00 to $26.00 per hour, for up to 29 hours per week
• 14 paid holidays per year

Our Culture

Mission Telecom fosters an environment of innovation, collaboration, and purpose-driven work. We align ourselves with staff, partners, and clients who are passionate about creating measurable impact and expanding access to opportunity.

Statement from Mission Telecom

Mission Telecom is an equal opportunity employer. Mission Telecom recognizes the inherent dignity and worth of each individual as a whole. In turn, we value and respect the differences that comprise each individual, including but not limited to age, citizenship, class, color, culture, ethnicity, family status, gender identity and expression, health status or disability, income, language, national origin, partnership status, pregnancy status, race, religion, sex, and sexual orientation. We do not tolerate prejudice or discrimination. Thus, we are committed to developing inclusive, barrier-free selection processes and work environments. If contacted for an interview, please advise us of any accommodation measures which would enable you to be interviewed in a fair and equitable manner. Information related to accommodation measures will be treated in confidence. Applicants must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

We thank all candidates for their interest; however, only those selected for an interview will be contacted.