Client Support & Operations Specialist

About the role

This role sits at the center of our operations. You'll assist with client calls, own key finance and operational workflows, and help us show up consistently - internally and externally.

Responsibilities

• Assist with inbound client calls - professional, calm, and accurate every time
• Triage requests, create detailed service tickets, and route them to the right teams without prompting
• Support client intake during coverage gaps, demand spikes, and team absences
• Maintain a service-first presence across all client communications, written and verbal
• Run AR calls and follow up on outstanding accounts consistently and on schedule
• Process invoices and handle billing workflows with accuracy and attention to detail
• Aid in quote processing and project creation in coordination with the team
• Affiliate with vendor management - maintaining records, routing invoices, and keeping documentation clean
• Build and maintain SOPs, how-to guides, and internal process resources that reduce repeat questions
• Keep client records accurate and current in our systems
• Identify gaps in existing workflows and bring practical solutions - not just problems
• Affiliate with internal documentation tied to HR, onboarding, and employee enablement
• Support internal communications including team announcements, newsletters, and process updates
• Affiliate with external-facing content including social media and client-facing materials as needed
• Bring a consistent, on-brand voice to everything you touch - written and visual
• Operate with ownership - follow through, ask the right questions at the right time, and don't require rescue

Requirements

• 4+ years of experience in a client-facing operations, administrative, or support role - preferably in a service environment
• Demonstrated experience with billing, invoicing, AR, or other finance-adjacent workflows
• Comfortable and confident on the phones with clients in a fast-paced service environment
• Strong documentation instincts - you write clear, usable process guides
• Proficient with Microsoft Office Suite and able to learn internal systems quickly
• Experience supporting or creating internal and external communications or marketing content is a plus
• MSP, IT services, or other high-volume service environment experience strongly preferred