Operations Support Specialist

System One; Philadelphia (Philadelphia County); Remote; USD 42,000 - 65,000; Full time

Job summary

System One is seeking an Operations Support Specialist to assist with the day-to-day operations of the Authorized Training Partner program. This remote – offsite role focuses on managing email communications, maintaining CRM records, and supporting approval workflows with timely follow-up with instructors and partners.

The ideal candidate has 2–3 years of customer service or operational support experience, strong written communication skills, and familiarity with high-volume email inbox

Qualifications

• 2–3 years of customer service, operations, administrative, or program support experience.
• Experience managing a company or department email inbox.
• Hands-on experience using a CRM to document customer interactions, requests, and resolutions.
• Strong written communication skills for professional email correspondence.
• Highly organized with strong attention to detail and follow-through.
• Ability to work independently with minimal supervision.
• Comfortable following established processes while identifying opportunities for improvement.
• Able to work 8:00 AM–5:00 PM EST.
• Experience with AI tools or email categorization/workflow tools is a plus.
• Experience supporting training programs, certifications, professional development, or partner programs is a plus.

Responsibilities

• Manage daily ATP Trainer inbox operations, including reviewing, categorizing, prioritizing, and responding to inquiries.
• Provide timely and professional email support to instructors, training partners, and other stakeholders.
• Maintain accurate and detailed records of inquiries, requests, and resolutions within the CRM.
• Support PDU and certification course approval workflows, ensuring requests are properly reviewed, documented, and routed.
• Assist with instructor onboarding, badge management, and other ATP program administrative activities.
• Review and categorize emails and requests according to established processes, templates, and escalation paths.
• Identify issues requiring escalation and ensure they are routed to the appropriate team member.
• Communicate with internal teams and external partners to gather information and move requests toward resolution.
• Follow documented procedures while identifying opportunities to improve efficiency, consistency, and customer experience.
• Support EPP administration and other program-related operational activities as needed.
• Maintain organized documentation and ensure information in the CRM is accurate and up to date.
• Use available technology and AI tools to improve categorization, workflow efficiency, and operational processes.

Skills

CRM usage

Email management

Customer service

Independent work

Process improvement

Tools

CRM software

AI tools

Job description

Job Title: Operations Support Specialist
Work Model: Remote – offsite

Operational Support Specialist to support the day-to-day operations of the Authorized Training Partner (ATP) program. This is a non-technical, operations-focused role centered on managing email communications, maintaining accurate CRM records, supporting approval workflows, and ensuring timely follow-up with instructors and partners.

The ideal candidate has 2–3 years of customer service or operational support experience, strong written communication skills, and experience managing a high-volume email inbox and documenting activities in a CRM. This person should be comfortable working independently, following established processes, and using creativity and sound judgment to resolve issues and improve workflows.

Key Responsibilities

• Manage daily ATP Trainer inbox operations, including reviewing, categorizing, prioritizing, and responding to inquiries.
• Provide timely and professional email support to instructors, training partners, and other stakeholders.
• Maintain accurate and detailed records of inquiries, requests, and resolutions within the CRM.
• Support PDU and certification course approval workflows, ensuring requests are properly reviewed, documented, and routed.
• Assist with instructor onboarding, badge management, and other ATP program administrative activities.
• Review and categorize emails and requests according to established processes, templates, and escalation paths.
• Identify issues requiring escalation and ensure they are routed to the appropriate team member.
• Communicate with internal teams and external partners to gather information and move requests toward resolution.
• Follow documented procedures while identifying opportunities to improve efficiency, consistency, and customer experience.
• Support EPP administration and other program-related operational activities as needed.
• Maintain organized documentation and ensure information in the CRM is accurate and up to date.
• Use available technology and AI tools to improve categorization, workflow efficiency, and operational processes.

Qualifications

• 2–3 years of customer service, operations, administrative, or program support experience.
• Experience managing a company or department email inbox and handling multiple requests simultaneously.
• Hands-on experience using a CRM to document customer interactions, requests, and resolutions.
• Strong written communication skills with the ability to communicate professionally and clearly through email.
• Highly organized with strong attention to detail and follow-through.
• Ability to work independently with minimal supervision.
• Strong problem-solving skills and the ability to use good judgment when determining how to handle requests.
• Comfortable following established processes while also identifying opportunities for improvement.
• Dependable, punctual, and able to consistently work 8:00 AM–5:00 PM EST.
• Experience with AI tools or email categorization/workflow tools is a plus.
• Experience supporting training programs, certifications, professional development, or partner programs is a plus.