What are the responsibilities and job description for the Customer Support Specialist position at Operandio?
About Operandio
Operandio is a fast-growing tech start-up that helps multi-site and franchise businesses open new locations and scale with ease by digitizing compliance, training and daily execution. From hospitality groups to massive franchise networks, we empower operators to focus on growth while we handle the complexities of managing the "deskless" workforce.
The Role
The Customer Support Specialist is the person our customers hear from when they have a question, hit a snag, or need help. Every day, thousands of HQ, regional managers & frontline workers open Operandio to manage their locations and operations — and when something gets in their way, you are the one who gets them moving again.
This is a dedicated support role focused on resolution, responsiveness, and technical excellence — not account management. Operandio serves customers across North America, Australia, the UK and beyond, so you will work a broad mix of accounts and use cases. You will have a short line to our product and development team, and your frontline insights will directly shape how Operandio improves.
What You’ll Do
- Own the Queue: Manage inbound support tickets, calls, emails and chats from customers across North America and internationally, resolving issues quickly and completely with clear, calm guidance and real-time troubleshooting.
- Diagnose Deeply: Investigate technical issues across the platform — mobile and web apps, integrations, sensors and hardware, user permissions, and data.
- Document Everything: Log bugs and recurring issues in Linear with clear, detailed, reproducible write-ups the engineering team can act on.
- Build the Knowledge Base: Contribute to help center articles, internal runbooks and support documentation so answers scale beyond your inbox.
- Close the Loop with Product: Surface patterns and insights from support requests to leadership and the product team — you are our earliest signal on what needs fixing.
- Set Customers Up to Win: Partner with Customer Success and Implementation to help new customers get configured, setup and confident on the platform.
Who You Are
- Experienced: You have experience in a customer-facing support, helpdesk, or service role — ideally supporting a SaaS or technical product.
- A Clear Communicator: You write plainly and warmly, explain technical things without jargon, and stay calm on the phone when someone is frustrated.
- Technically Curious: You pick up new platforms fast, poke at settings to understand how things work, and are comfortable digging into integrations, hardware and data.
- A Relentless Problem-Solver: You dig in until an issue is actually resolved, not just acknowledged — and you follow up without being chased.
- Organized: You can run an open ticket queue across multiple time zones without losing track of a single customer.
- Empathetic About Operations: You understand that our users are busy, on their feet, and mid-shift — and you meet them where they are.
- Local (Lehi, UT): You are ready to bring your energy directly into our Lehi office (on-site) every day and help shape our growing team culture.
Nice to Have
- Experience supporting hospitality, restaurant, retail, franchise or multi-site operators
- Familiarity with Help Scout, Zendesk, Pylon, Linear, or similar support and issue-tracking tools
- Some Customer Success experience is also helpful
- Exposure to mobile app support, API integrations, IoT/sensor hardware, or POS systems
- Experience writing help center or knowledge base content
- Comfort supporting customers across international time zones
Why Operandio?
- Real Impact, Immediately: This is more than a support queue job. The work you do every day keeps real businesses running — and the people running them notice.
- True Career Trajectory: As an early member of our US support team, you will help build our support playbook and open paths into Customer Success, Implementation, or Product.
- Zero Red Tape: We are a fast-moving, high-energy startup. We focus on execution and winning together, not corporate bureaucracy.
- Global Impact: Build a career within an international SaaS company expanding rapidly across multiple continents.
How to Apply
If you are the kind of person who takes it personally when a customer is stuck - we’d love to hear from you.