Client Support & Operations Specialist

Are you ready to grow your career at a values-driven, family first MSP? DTC is a close-knit team built on trust, ownership, and doing the work right. We operate by six core values: Curiosity, Integrity, Ownership, Agility, Authenticity, and Family First. If those words mean something to you in practice — not just on paper — you'll fit right in. 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. It's not entry-level and it's not purely back-office. It's both, done well, at the same time. The Client Support & Operations Specialist is the connective tissue between our client-facing work and our internal operations. You'll assist with phone coverage and client intake, run key finance and billing workflows, support process documentation, and contribute to internal and external communications and marketing. This role was built to eliminate single points of failure — which means you're not shadowing someone else's work, you're owning yours This is an in-person role based in Sparks, MD.We'll Provide:Robust benefits package including PTO, 401k, healthcare, dental, and vision.Salary range of $58-65k annually.Option for a hybrid work environment that supports work/life balance after the first three months.Flex time policy that supports real work-life balanceA team that shows up for each other — in the work and outside of itRoom to grow — this role touches every part of our operationWhat You’ll Do:Client Service & Phone CoverageAssist with inbound client calls — professional, calm, and accurate every timeTriage requests, create detailed service tickets, and route them to the right teams without promptingSupport client intake during coverage gaps, demand spikes, and team absencesMaintain a service-first presence across all client communications, written and verbalFinance & Billing OperationsRun AR calls and follow up on outstanding accounts consistently and on scheduleProcess invoices and handle billing workflows with accuracy and attention to detailSupport quote processing and project creation in coordination with the teamAssist with vendor management — maintaining records, routing invoices, and keeping documentation cleanOperations & DocumentationBuild and maintain SOPs, how-to guides, and internal process resources that reduce repeat questionsKeep client records accurate and current in our systemsIdentify gaps in existing workflows and bring practical solutions — not just problemsSupport internal documentation tied to HR, onboarding, and employee enablementCommunications & Marketing SupportSupport internal communications including team announcements, newsletters, and process updatesAssist with external-facing content including social media and client-facing materials as neededBring a consistent, on-brand voice to everything you touch — written and visualAdministrative & Cross-Team SupportSupport day-to-day administrative flow and cross-team coordination tasks as neededUse available technology and AI tools to improve documentation quality and workflow efficiencyOperate with ownership — follow through, ask the right questions at the right time, and don't require rescueSkills You’ll Need:4+ years of experience in a client-facing operations, administrative, or support role — preferably in a service environmentDemonstrated experience with billing, invoicing, AR, or other finance-adjacent workflowsComfortable and confident on the phones with clients in a fast-paced service environmentStrong documentation instincts — you write clear, usable process guidesProficient with Microsoft Office Suite and able to learn internal systems quicklyExperience supporting or creating internal and external communications or marketing content is a plusMSP, IT services, or other high-volume service environment experience strongly preferredYou'll Thrive Here If:You own your work — you finish what you start and don't wait to be asked twiceYou're energized by variety — no two days look exactly the same hereYou communicate clearly and directly, with clients and teammates alikeFamily First isn't just a value to you — it's how you operateReady to apply?Quick apply with your resumeORGet a head start on the application process through our online portal here: https://www.ondemandassessment.com/o/JB-QJOF7O62C/landing?u=1182753