Provide multi-channel (phone, SMS, email, Slack) real-time support to retailers and workers across US markets; review I-9s, onboard and hire workers, triage and escalate issues, handle volume spikes, craft responses, and improve operational processes.
About Reflex
Reflex is changing the way that 15-million Americans work in retail. We're building a platform that matches leading apparel brands with the top tier of retail talent, on-demand.
About this role
Reflex is growing fast, and we're looking for an Operations Support Specialist to support Reflex in our mission to build the best way to work in retail by ensuring that we provide real-time support to our retailers and 'Reflexers' (that's what we call our workers) across all US markets in four different time zones. When things don't go according to plan, we step in to ensure that everyone receives a personalized, fast, and easy path to resolution across multiple channels (primarily text and email).
What you'll be doing
- Delight those you interact with, particularly in difficult situations, to ensure that every Reflexer gets to the door safely and on-time
- Provide omni-channel support (via phone, SMS, email, and Slack), while finding creative solutions to real-time fulfillment challenges
- Review I-9 (employment eligibility verification) documentation with high accuracy
- Onboard new workers to the platform, making hiring decisions
- Operationally react to volume spikes through a variety of means, including reviewing new profiles, crafting custom marketing messages, and working with retailers to adjust schedules
- Multitask while maintaining attention to detail and quality
- Handle issues while adapting to pressure and time constraints
- Triage issues and escalate to the correct team
- Collaborate with the team to improve processes and outcomes
What you should have
- Experience in a customer support or operations role
- Strong verbal and written communication skills; comfortable communicating via phone, text, and email with both internal team members and external customers
- Excellent attention to detail; you are able to spot developing issues quickly before they escalate
- The ability to prioritize and manage multiple concurrent tasks in a time-sensitive environment
- A customer-first mindset and a talent for creative, empathetic problem-solving
- Comfort working with support and operations tools (e.g., ticketing systems, live chat, Slack)
- Weekend availability, as our busiest days are Friday, Saturday, and Sunday
- Willingness to take on challenges and learn from failure; the ability to work independently and operate in ambiguity
- A passion for reinventing retail — a plus if you've worked in retail!
- A relevant degree or comparable formal training, certification, or work experience
What we're offering
- Full-time non-exempt hourly pay
- Hybrid role with a dynamic office environment in the heart of downtown Austin. The kitchen is always stocked with drinks & snacks!
Our customers and workers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds. If you share our values and our enthusiasm to improve retail, you'll find a home here at Reflex.
Reflex (workreflex.com) Austin, Texas, USA Office
815 Brazos St, Suite 1100, Austin, Texas, United States, 78701
Similar Jobs
Hardware • Industrial • Automation
Support and learn daily operations across Hunton Distribution branches, including purchasing, pricing, equipment sales, warranty, customer service, and warehouse controls. Assist the VP of Operations in oversight, hold branch managers and staff accountable, coordinate warranty and equipment sales activities, and manage daily departmental requirements.
Top Skills:
Infor NxtrendsExcelMs WordTrane Hvac Systems
Insurance
Support and lead an Operations Support Services team to meet SLAs: assign workload, resolve technical and quality issues, conduct audits and training, escalate and report high-visibility items, and implement process improvements.
Top Skills:
MS Office
Insurance • Real Estate • Financial Services
Provide timely, high-quality client support for treasury management products (ACH, wires, RDC, Positive Pay, online banking). Lead and train support staff, manage schedules and KPIs/SLA adherence, handle escalations, assist with file setups, system testing/migrations, ensure regulatory/NACHA compliance, and collaborate with bank departments to resolve client issues.
Top Skills:
Ach OriginationBill PayCommercial Online BankingLockboxExcelMS OfficeMicrosoft WordOnline Wire TransfersPositive PayRemote Deposit CaptureSweep AccountsWeb BrowsersWeb Conferencing Software
What you need to know about the Austin Tech Scene
Austin has a diverse and thriving tech ecosystem thanks to home-grown companies like Dell and major campuses for IBM, AMD and Apple. The state’s flagship university, the University of Texas at Austin, is known for its engineering school, and the city is known for its annual South by Southwest tech and media conference. Austin’s tech scene spans many verticals, but it’s particularly known for hardware, including semiconductors, as well as AI, biotechnology and cloud computing. And its food and music scene, low taxes and favorable climate has made the city a destination for tech workers from across the country.
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Dell, IBM, AMD, Apple, Alphabet
- Key Industries: Artificial intelligence, hardware, cloud computing, software, healthtech
- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
