Remote US CX & Operations Pro

Legitmark, Inc.; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Legitmark, Inc. is seeking a Customer Experience & Operations Specialist to support the US market remotely. You will review authentication items, own end-to-end escalations, and assist US customers across email and channels with timely, accurate responses.

You'll partner with authenticators, category leads, and product/engineering for deeper investigations, while documenting patterns and refining playbooks as volume grows. Based in US, you will help scale operations and maintain quality.

Qualifications

• Minimum 2+ years in customer support, CX, or operations in a high-volume setting.
• Strong written communication, calm and precise with customers and teammates.
• Able to work across internal tools and queues with context switching.
• Good judgment on prioritization and escalations; know when to involve specialists.
• Bias toward documentation and process improvement beyond ticket by ticket firefighting.
• Able to work asynchronously and stay organized across multiple threads.
• Based in the US (or authorized to work remotely from the US) and able to cover US hours.

Responsibilities

• Review and process authentication items in our US queue with high quality and speed.
• Own escalations end-to-end: investigate, gather context, route, and resolve.
• Support US customers via email and other channels—submissions, results, questions, follow-ups.
• Partner with authenticators, category leads, and product/engineering for deeper investigations.
• Document patterns from escalations and support tickets to improve processes and guidance for the US market.
• Maintain and refine ops playbooks, queues, and handoff standards as volume grows.
• Flag recurring friction (photo quality, SLA misses, unclear policies) and propose fixes.

Skills

Customer support

Written communication

Prioritization

Remote work

Organization

Escalation handling

Tools

Intercom

Zendesk

HubSpot

Job description

Legitmark, Inc. is seeking a Customer Experience & Operations Specialist to support the US market remotely. You will review authentication items, own end-to-end escalations, and assist US customers across email and channels with timely, accurate responses.

You'll partner with authenticators, category leads, and product/engineering for deeper investigations, while documenting patterns and refining playbooks as volume grows. Based in US, you will help scale operations and maintain quality.