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Operations Support Specialist

Superside is looking for a dedicated, reliable and driven Ops Support Specialist to serve a fundamental role within the Operational Excellence area.

Superside is a fully remote future-of-work startup, offering strategic creative solutions to big brands, including Amazon, Facebook, Salesforce, Experian, Puma, LVMH, S&S Activewear, RedBull, ++.

We find and recruit the best people from the top tier firms around the world, now in close to 60 countries. We're backed by Y Combinator, Slack Fund, Freestyle Capital, and High Alpha.

We're looking for top talent

The Ops Support Specialist will be responsible for monitoring account health on customers’ first level of contact. This involves monitoring the communication among customers and Creative Project Managers to identify concerns and/or early indications of dissatisfaction and reporting these to the Project Support team.

What you'll do

  • Support the Operational Excellence and PSO teams in understanding customers’ needs and concerns by:
    • Day-to-day monitoring and observation of the interactions between the Superside team and customers.
    • Identify and report early indications of customer dissatisfaction, project/account challenges, and other factors that could have a direct effect on accounts’ health based on guidelines and instructions from the Operations Team Lead.
    • Developing bi-weekly quality scores and detailed notes for each assigned account following a defined set of account health criteria.
    • Providing recommendations on improvements to our account health monitoring based on observed gaps or other learnings
    • Identifying and recording growth opportunities, customers’ interests, doubts on Superside processes, among others -based on customer communications with CPMs.
    • Gathering, cleaning, and storing data in support of ongoing operational analytics.
  • Support the Strategic Operations team to optimize the operational processes by:
    • Conducting research and data gathering in support of ongoing operational analytics.
    • Recording learnings and principles over time regarding warning signs in communications, operations, etc. - and then test those learnings to see how they hold up.
    • Be an expert on Superside processes to act as a resource to other Supersiders who may have questions related to our processes.

What you'll need to succeed

  • High personal standards for quality, accountability, and reliability.
  • Excellent communication skills - Fluent in written English.
  • Outstanding attention to detail and quality monitoring skills.
  • Previous experience working with Excel and Google Sheets.
  • Willingness to learn and adapt to changes quickly in a fast-paced environment.
  • Availability to work some weekends.
  • Past operational or customer support experience is a bonus.

Why join us?

  • Global community with people across almost 60 countries
  • Flexibility of working from anywhere in the world with leading global brands
  • Highly competitive salary with potential for earning equity in the company
  • Paid vacation and training
  • A career path towards increased responsibility, mentorship and leadership
  • Continuous learning, development, and certification in our global Academy
  • A trusting, ego-free and truth-seeking environment
  • A high-pace, high-energy, and high-performance environment
  • Pioneering the future of work with a fair, friendly and supportive community
  • Disrupting a massive global industry with a huge market opportunity

Join Superside!

Do you have what it takes? Apply here for the role of Operations Support Specialist!
Apply here

Meet some of our people:

Anneke, Executive Creative Director

Anneke has over 100 local and international awards, ranging across design craft to results, including Cannes, D&AD, One Show ++

Previously a Creative Director with Ogilvy in Johannesburg

At Ogilvy, Anneke led accounts such as Kimberley Clark, KFC, Deloitte, MTV, Vodafone, Mondelez, ABinBev ++

Started her career at a digital advertising start-up, which she was a part of growing into an award-winning agency

Rated best digital agency in South Africa for 5 consecutive years during Anneke's tenure, the agency was acquired by Ogilvy / WPP

Laura, Creative Project Manager

Previously a Design Director with Líder in Bogotá

Worked with accounts such as Kellogg’s, Bavaria, Alpina, Abbott, ++

Started her career as a Graphic Designer for Brunazzi&Associati and then Sobrio in Italy, then LGSN Dienstleistungen in Germany

"One of my greatest fears, when I joined Superside, was that I was going to miss the human connection because it was remote, but I have learned it is the complete opposite. I have built incredible relationships with people from all around the world, whom I would not have had the chance to meet in an ordinary workplace."

Kenneth, Senior Design Director

More than 80 local and international awards from Cannes Lions Festival, Ojo de Iberoamérica, Effie Awards, ++

Previously a General Art Director with Orson Agencia Digital and with Madison DDB in San Jose

Art Director with Havas Tribu, and Senior Designer with Leo Burnett

Kenneth has led branding and projects for UNICEF, McDonald's, Movistar, Cargill, Sony Ericsson, Phillip Morris, Marlboro, Renault, Audi, Mercedes-Benz, RAM, KFC, ++

Bernard, Sr. Creative Project Manager

Previously a Manager with MCN Middle East Communications Network in Dubai, the largest advertising & marketing network of agencies in the Middle East

Before that, Bernard was a Media Planner and a Senior Media Researcher with MindShare in Dubai

Bernard has a Strategic Marketing & Marketing Management degree from Cornell University, New York

Alejandro, Design Director

Featured at Weltformat, in AdAge, Coverjunkie, Lobbiaz, and several other global publications and exhibitions

Previously an Art Director with McCann, Ogilvy & Mather, and Sancho BBDO in Bogotá

Before that, Alejandro was a Graphic Designer with J. Walter Thompson Worldwide, and with DDB Colombia

Alejandro has worked with accounts such as Amazon, Pfizer, Toyota, Latam Airlines, Shopify, ++

Inês, Associate Creative Director

Inês’ recognition and awards include Cresta, Cannes shortlist, Eurobest shortlist, and Prémios Eficácia

Previously a Design Supervisor with excentricGrey and Grey Group

Before that, Inês was a Partner & Head of Design with Oficinas Gerais, and an Art Director with Publicis and with BBDO

Inês' accounts included Renault, Nissan, SEAT, L’Oréal, Parfum&Beauté, Nestlé, Panrico, Sanofi Aventis, Biotherm, P&G, Sagres Beer, Carlsberg, Inditex, O.B., European Parliament, ++

BA (Hons), Graphic Design, Camberwell College of Arts, London

Paola, Creative Project Manager

Paola’s recognition and awards include Shortlist Effie Colombia and Bronze IAB Colombia

Previously a Content Media Specialist with Foreo, Digital Account Executive with McCann Worldgroup, Account Executive with Geometry Global, and Media Buyer with OMD in Bogotá

Started her career at a digital advertising agency and grew to become Key Account Manager with Vespa Media in Buenos Aires

Paola’s accounts included Mercedez-Benz, Diageo, Banco de Bogotá, Four Season Buenos Aires, Lollapalooza Argentina, Avianca, Lifemiles, Panamericano Hotels & Resorts, Osaka Buenos Aires, ++

Iván, Motion & Graphic Designer

Previously a Creative Content Designer with Sancho BBDO in Bogotá

Before that, Iván was an Art Director with McCann Worldgroup

Iván's accounts included Mastercard, Banco de Occidente, Nestle, Ducales, Spring, Mondelez, L'Oréal, William Grant and Sons (Grant's, Glenfiddich, Hendrick's, etc.), Ferrero (Nutella, Kinder, Ferrero Rocher, Tic Tac), ++

"In Superside, I truly feel part of a team even though we are remote. I get overwhelming support from my colleagues, and I can work with amazing clients and brands from anywhere in the world."

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Superside is a revolutionary way for businesses to get good design done at scale.
Trusted by scale-ups and enterprise teams, Superside makes design hassle-free for Marketing, Sales, Creative and Product Design teams by combining top designers and project managers from all over the world, with purpose-built technology and the rigour of designops. Since inception, Superside has been a fully remote and distributed company based in Palo Alto, California, with 180+ employees working across 50+ countries and 19 timezones.
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