Vendor Operations & Escalation Specialist

Mainstay Labs Inc.; United States; Hybrid; USD 70,000 - 100,000; Full time

Job summary

Mainstay is seeking a Vendor Operations Specialist to own vendor and agent communications and keep work orders moving from assignment to completion. You will manage inquiries, updates, scope changes, and SLA adherence across Slack, Helpscout, Airtable, and SiteCapture, acting as the primary liaison for escalations and blockers.

The role emphasizes data hygiene, process adherence, and proactive follow-up to prevent stalled work orders, with collaboration across the Head of Partnerships & Field

Qualifications

• Ability to multitask and prioritize across high-volume, high-velocity work.
• Balance company priorities while advocating for vendors when appropriate.
• Comfortable working all day in systems.

Responsibilities

• Monitor internal and external communication channels and route questions between stakeholders and vendors.
• Serve as first point of contact for vendor escalations including access, utilities, and security.
• Own the Helpscout inbox: confirm receipt, check scope status, and monitor SLA adherence.

Skills

Phone-Fluent

Detail-Oriented

Strong Written Communication

Technical Proficiency

Problem-Solving

Adaptability

Service Orientation

Tools

Airtable

Slack

Helpscout

SiteCapture

Job description

Mainstay is seeking a Vendor Operations Specialist to own vendor and agent communications and keep work orders moving from assignment to completion. You will manage inquiries, updates, scope changes, and SLA adherence across Slack, Helpscout, Airtable, and SiteCapture, acting as the primary liaison for escalations and blockers.

The role emphasizes data hygiene, process adherence, and proactive follow-up to prevent stalled work orders, with collaboration across the Head of Partnerships & Field