PPX Operational Support CW III

Crystal Equation; Menlo Park (CA); On-site; USD 45,000 - 52,000; Part time

Benefits offered by this job

Paid time off

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

Crystal Equation Corporation is hiring an Onsite Operational Support CW III to deliver high‑touch global partner support. You will investigate and resolve complex issues, coordinate with internal teams, and contribute to continuous improvement of workflows and knowledge resources.

Ideal candidates have 3+ years in operations or customer support, strong problem-solving abilities, and excellent written English. This role is onsite with full benefits and a pay range of $33–$38 per hour.

Qualifications

• 3+ years in operations, customer support, technical support, or account/partner management.
• Proven track record resolving complex issues with timely solutions.
• Experience in global, cross-cultural collaboration environments.

Responsibilities

• Provide high-touch support across two assigned channels, resolving and case-managing partner issues to resolution.
• Troubleshoot complex issues using root cause analysis and systematic approaches.
• Coordinate with cross-functional teams during high-priority incidents and follow escalation pathways.
• Support investigation and resolution of complex operational issues across multiple internal tools and systems.
• Respond to partner inquiries about product features, bugs, and operational issues.
• Identify trends and communicate actionable feedback.
• Contribute to support workflow improvements and knowledge resources.
• Train new employees on current workflows and processes.

Skills

Analytical thinking

Root-cause analysis

Written communication

Cross-functional collaboration

Organizational skills

Problem solving

Communication templates

Tools

Internal tools

Job description

PPX Operational Support CW III Onsite Summary: The Premier Partner Experience team is seeking a customer‑focused and analytically‑minded individual to join as an Operational Support Contract Worker (CW). Operational Support CWs play a key role in identifying, investigating, and resolving operational issues impacting our partner programs and related products, helping ensure seamless interactions between our platforms and our premier partners. In this role, You'll support our premier partners, delivering high‑touch global support and operational issue resolution, working across complex and nuanced scenarios while coordinating with internal teams to drive timely outcomes. Ideal candidates demonstrate strong problem‑solving abilities, comfort navigating ambiguity, and the ability to manage complex operational issues in a fast‑paced environment. Self‑motivation, strong organizational skills, and genuine curiosity are essential for success in this role.

Responsibilities

Provide high‑touch support across two assigned channels, resolving and case‑managing partner issues to resolution Troubleshoot complex issues using root cause analysis and systematic approaches Coordinate with XFN teams during high‑priority incidents and follow structured escalation pathways when required Support investigation and resolution of complex operational issues across multiple internal tools and systems Respond to partner inquiries about product features, bugs, and operational issues Identify trends and communicate actionable feedback.

Continuous Improvement

Contribute to support workflow improvements around issue resolution Develop expertise in specific product areas and issue types to strengthen support quality Document investigation findings and contribute to the development of operational playbooks and knowledge resources Support the training of new employees on current workflows, standard processes, and internal tools.

Required Qualifications

• 3+ years in operations, customer support, technical support, or account/partner management
• Proven track record resolving complex issues with timely solutions
• Experience in global, cross‑cultural collaboration environments

Core Competencies

• Analytical & Problem‑Solving: Root cause analysis; structured troubleshooting; attention to detail; compliance awareness
• Communication: Clear, professional written communication; effective use of templates; seeks input from peers
• Technical Project / Product Support: Experience conducting investigations across multiple systems, collaborating with cross‑functional teams, and driving complex issues through structured escalation and resolution workflows.
• Navigating Ambiguity: Brings structure to undefined problems; progresses without complete information
• Learning Agility: Proactive, adaptable; feedback‑oriented; continuously builds knowledge
• Collaboration: Shares context and best practices; enables team success
• Operational Judgment & Escalation Management: Ability to assess issue severity, determine appropriate escalation pathways, and coordinate with internal teams during sensitive or high‑priority situations.
• Excellent written English with correct grammar and spelling, ability to communicate professionally using a friendly, partner‑centric tone Excel/data tools proficiency

Preferred Qualifications

• Data analysis: Gathering, cleaning, analyzing, and translating data into actionable insights
• Project management experience
• Experience working within Trust & Safety or risk‑sensitive operational environments
• Familiarity with structured escalation workflows in global support organizations.
• AI proficiency: Knowledge and skills to leverage AI tools for continuous efficiency improvement

Pay range is $33 - $38per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job‑related knowledge, skills, and experience.

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