Customer Operations & Tech Support

Ox, Inc; Fayetteville (AR); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Ox, Inc is seeking an Operations Specialist for a hybrid role that bridges customers, projects, and internal operations. You will participate in project management for post-implementation maintenance, support customers, and coordinate hardware logistics to ensure smooth operations.

The role emphasizes strong communication, collaboration with technical teams, and the ability to adapt to Agile/Scrum-like processes.

Qualifications

• 1–3 years of experience in technical support or related role.
• Strong problem-solving and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work with technical teams and customers professionally.
• Familiarity with project coordination or willingness to learn project management methodologies (Agile, Scrum).
• Bonus: experience with hardware management, logistics, or SaaS applications.

Responsibilities

• Support customers and coordinate with internal teams to resolve issues.
• Participate in project management for post-implementation maintenance.
• Conduct weekly check-ins with customers/projects to ensure smooth operations.
• Maintain project documentation and ensure clear communication between customers and teams.
• Develop release notes and communicate updates to customers.

Skills

Technical support

Problem solving

Written & verbal comms

Team collaboration

Agile/Scrum familiarity

Hardware logistics (bonus)

Job description

Position Overview

We are seeking a versatile OperationsSpecialist to serve as a crucial bridge between our customers, projects, and internal operations. This hybrid role combines project management, customer support, and operational coordination, offering the successful candidate extensive exposure to all aspects of our business while directly contributing to customer satisfaction and project success.

Key Responsibilities: Project Management & Customer Relations

• Participate in all customer calls to gain comprehensive understanding of client needs and business operations
• Take ownership of day-to-day management for projects in "maintenance mode" (post-implementation phase where solutions are deployed and in continuous use)
• Conduct weekly check-in calls with assigned customers/projects to ensure smooth operations and identify potential issues
• Maintain project documentation and ensure seamless communication between customers and internal teams

Customer Support & Issue Resolution

• Serve as the primary point of contact for all incoming customer support requests
• Assess, troubleshoot, and resolve customer issues or elevate appropriately to technical teams
• Maintain detailed records of support interactions and resolution outcomes
• Proactively identify patterns in support requests to recommend process improvements

Hardware Operations Management

• Manage all hardware requirements and logistics for existing customers
• Coordinate hardware procurement, deployment, maintenance, and replacement activities
• Track hardware inventory, warranties, and lifecycle management
• Liaison with vendors and coordinate on-site hardware installations or repairs when necessary

Release Management & Communication

• Develop and publish comprehensive release notes for all software deployments
• Coordinate with development teams to understand feature updates and technical changes
• Communicate software updates and changes to customers in clear, accessible language
• Maintain release documentation and version history

Qualifications

• 1–3 years of experience in technical support, IT, or a related role (or relevant internship experience).
• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication skills.
• Ability to work with both technical teams and customers in a professional, approachable manner.
• Familiarity with project coordination or willingness to learn project management methodologies (Agile, Scrum, or similar).
• Bonus: experience with hardware management, logistics, or SaaS applications.