Operations Associate

Ferry; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Ferry is seeking a resourceful Support & Issue Specialist to streamline customer support operations and enhance systems. The role requires expertise in managing escalations and improving workflows within a fast-paced environment, making it ideal for proactive problem-solvers. The company offers competitive compensation, a fully remote setup, and various benefits, making it an exciting opportunity in the hospitality sector.

Benefits

Competitive compensation and equity

Fully remote work

Health, dental, and vision insurance

401K and HSA/FSA plans available

Flexible PTO

Qualifications

• Experience handling customer escalations via phone and email.
• Proficient in Zendesk configurations.
• Exceptional organizational skills in ambiguous environments.

Responsibilities

• Manage day-to-day customer support operations and issue management.
• Handle high-complexity escalations professionally.
• Identify recurring issues and propose systemic fixes.

Skills

Analytical mindset

Customer escalations handling

Problem-solving

Organizational skills

Written communication

Education

2+ years of experience in Customer Support, CX, or Ops

Tools

Zendesk

Job description

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Ferry is transforming how restaurants and hospitality businesses pay their teams, making it faster, more flexible, and better suited to the realities of hourly work. We help employers move beyond outdated payroll systems with modern tools for earned wage access, tip payouts, paycards, and more.

Our clients are large, multi-location restaurants, hotel groups, and casinos that need reliable, scalable and often customized solutions that integrate seamlessly into their operations. Ferry improves retention, reduces administrative overhead, and gives workers more control over when and how they get paid.

We are a small, fast-moving team building something big. This is your opportunity to get in early and help shape the future of how hospitality employers pay their people!

About Ferry

Ferry is transforming how restaurants and hospitality businesses pay their teams, making it faster, more flexible, and better suited to the realities of hourly work. We help employers move beyond outdated payroll systems with modern tools for earned wage access, tip payouts, paycards, and more.

Our clients are large, multi-location restaurants, hotel groups, and casinos that need reliable, scalable and often customized solutions that integrate seamlessly into their operations. Ferry improves retention, reduces administrative overhead, and gives workers more control over when and how they get paid.

We are a small, fast-moving team building something big. This is your opportunity to get in early and help shape the future of how hospitality employers pay their people!

Role Summary:

We’re looking for a resourceful, proactive, and systems-minded Support & Issue Specialist to manage day-to-day customer support operations and structured issue management at Ferry. You’ll act as the linchpin between our frontline support team and internal stakeholders, managing operations processes and tools, tackling complex customer escalations, and facilitating root cause investigations.

This role is not just about resolving tickets—it’s about spotting patterns, solving problems, and improving systems . You’ll thrive here if you’re comfortable navigating ambiguity, taking initiative, and getting to the bottom of “why” without waiting to be asked.

Key Responsibilities:Support Operations & Tooling

• Serve as the primary operational contact for our support team, ensuring they’re aligned to SLAs, new releases and process updates, and quality expectations.
• Own and optimize Zendesk configurations of triggers, automations, macros, and workflows to support scalable, high-quality service.
• Maintain a clear and up-to-date knowledge bases (Zendesk Guide & Notion) for both agents and customers.

Escalations & Complex Ticket Handling

• Personally handle high-complexity, high-sensitivity tickets including complaints, technical issues, policy exceptions, etc.
• Investigate and resolve escalated cases by gathering context, analyzing data, reviewing logs, and collaborating with Product, Operations, and Engineering.
• Ensure clear documentation and timely resolution of escalated issues, with professionalism and empathy.

Root Cause Analysis & Issue Management

• Identify and investigate recurring issues and emerging patterns in support volume or sentiment.
• Lead deep dives when spikes occur (e.g. “Why did 50 customers report the same issue this week?”), and present actionable findings.
• Maintain an up-to-date issue log , tracking findings, owners, statuses, and resolutions.

Process Improvement & Cross-Functional Collaboration

• Proactively spot gaps in support workflows, tooling, or documentation and take ownership of improving them.
• Collaborate with Product and Ops teams to ensure support insights inform product improvements and systemic fixes.
  

What You Bring:

• 2+ years of experience in Customer Support, CX, or Ops, ideally at a startup or in a support-heavy environment
• Experience with Zendesk (admin or configuration experience is a plus)
• Ability to handle customer escalations by phone and email with professionalism and empathy
• Analytical mindset, skilled at investigating problems , identifying patterns, and connecting dots across systems
• Exceptionally organized and self-sufficient . You don’t wait to be told what to do or fix
• Strong written communication and documentation skills
• Thrives in fast-paced, ambiguous environments and takes pride in making things better

Perks and Benefits:

— Competitive compensation and equity. When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position is: $70,000—$90,000.

— Fully remote and asynchronous

— Health, dental, and vision insurance

— 401K and HSA/FSA plans available

— Flexible PTO and a collaborative, engaging work environment

— Fully remote (on EST-PST hours)

**If you don’t check every box, please don’t hesitate to apply! We're building a diverse team whose skills balance and complement one another.**

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

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