IT Operations Support Specialist - Senior

Location: Remote
Job Type: W2
Expected hours per week: 40 hours

About the role

The ideal candidate is highly analytical, organized, and customer-focused, with the ability to manage multiple priorities while collaborating across cross-functional teams. This position will help drive consistency, scalability, and operational excellence across a diverse global customer portfolio.

Responsibilities

• Fleet Analytics & Alert Management
  • Analyze fleet health data, equipment performance trends, and recurring operational issues.
  • Identify high-risk equipment and emerging fleet concerns through data analysis.
  • Prepare fleet performance summaries and customer-ready review materials.
  • Support alert monitoring, triage activities, and prioritization of customer follow-up actions.
  • Assist Customer Success Managers with fleet insights that drive customer engagement and proactive decision-making.
• Customer Reporting & Business Insights
  • Develop and maintain customer health reports and fleet performance dashboards.
  • Prepare monthly customer reports, presentations, and executive summaries.
  • Track customer adoption, engagement, and key performance indicators (KPIs).
  • Maintain reporting processes and ensure data accuracy across customer accounts.
  • Generate actionable insights to support customer success initiatives and business growth.
• Customer Onboarding Support
  • Coordinate onboarding activities for new customers and operational sites.
  • Assist with customer setup, documentation, and onboarding workflows.
  • Maintain onboarding checklists, process documentation, and operational guides.
  • Support development of training materials and user enablement resources.
  • Ensure customers have a smooth and consistent onboarding experience.
• Customer Success Operations
  • Maintain Customer Success templates, playbooks, standard operating procedures, and best practices.
  • Track customer action items and support follow-up activities.
  • Partner with Customer Success, CARE, Product, Engineering, and regional teams to coordinate operational activities.
  • Support process improvement initiatives that enhance scalability and operational efficiency.
  • Assist in documenting and standardizing Customer Success processes globally.
• Administrative & Program Support
  • Maintain customer records, operational trackers, and program documentation.
  • Support recurring reporting and governance requirements.
  • Assist with preparation for operational reviews and internal stakeholder meetings.
  • Contribute to continuous improvement efforts that strengthen Customer Success programs and customer outcomes.

Requirements

• Bilingual in English and Spanish (written and verbal).
• Bachelor's degree or equivalent work experience.
• Strong analytical, reporting, organizational, and problem-solving skills.
• Experience supporting customer success, customer operations, reporting, onboarding, or related business functions.
• Ability to manage multiple priorities and coordinate across cross-functional teams.
• Strong customer service and communication skills.
• Proficiency with Microsoft Office Suite, including Excel and PowerPoint.
• Experience creating reports, presentations, and customer-facing materials.
• Comfortable working independently in a remote environment.

Preferred Qualifications

• Experience with fleet analytics, fleet operations, equipment monitoring, telematics, or related industries.
• Experience supporting SaaS, digital solutions, customer success, or operational programs.
• Familiarity with KPI development, dashboard reporting, and customer engagement metrics.
• Experience working with global customers and cross-functional teams.
• Background in mining, industrial equipment, fleet management, or connected asset technologies is a plus.

Skills

• Customer-focused mindset
• Data-driven decision making
• Attention to detail
• Cross-functional collaboration
• Process improvement and operational excellence
• Effective written and verbal communication
• Project coordination and organization

Pay

$25 to $30 per hour

Benefits

• 80 hours paid time off
• Paid holidays
• Medical insurance contributions
• Dental and vision insurance
• 401k retirement savings plan