Job Title: Customer Operations Specialist
Position Type: Full-Time, Remote Working Hours: U.S. Business Hours
About the Role
We are hiring a highly detail-oriented and execution-driven Customer Operations Specialist to take full ownership of contract lifecycle management across a large customer portfolio.
This role is responsible for ensuring that all customer agreements are accurate, executed, properly documented, and aligned with billing and recurring revenue. You will act as the internal owner of contract data, proactively driving contract completion, maintaining system accuracy, and reducing operational and financial risk.
This is not a passive administrative role. It requires high ownership, consistent outreach, strong attention to detail, and the ability to manage contract execution at scale.
What You’ll Own
Contract Ownership & Data Accuracy
Own and manage all customer contracts across the portfolio
Maintain a clear source of truth for contract status, terms, and coverage
Ensure all contract records are accurate, complete, and up to date
Organize and maintain structured contract storage systems (e.g., Google Drive) Contract Tracking & System Management
Maintain and continuously update the master contract tracking sheet
Track contract terms (e.g., duration, renewal dates, special conditions)
Clean and maintain accurate records by removing inactive accounts
Prepare and structure contract data for CRM (Salesforce) accuracy Contract Outreach & Execution
Identify customers without valid contracts and prioritize outreach
Conduct daily outreach via phone and email to drive contract completion
Clearly communicate contract terms, pricing structures, and value
Send agreements via DocuSign and track them through to completion
Maintain consistent follow-ups to ensure contract closure CRM & Revenue Alignment (Salesforce)
Update contract-related data and RMR (Recurring Monthly Revenue) in Salesforce
Log all updates, activities, and changes in the system for audit purposes
Use contract interactions to validate and improve customer data accuracy DocuSign & Agreement Management
Create, send, and manage agreements for new services and account updates
Ensure all documents are properly executed and stored
Manage account transfers and ensure proper documentation and compliance AutoPay & Compliance Tracking
Ensure AutoPay enrollment for all applicable contracts
Document exceptions and apply necessary adjustments as required Collections Support (Partial Responsibility)
Conduct daily collections outreach for assigned accounts
Log all activities and maintain accurate tracking in CRM Reporting & Performance Tracking
Provide daily reporting on outreach activity, contracts sent/signed, and updates
Maintain visibility into contract coverage progress and performance metrics
Track and report improvements in contract completion rates Process Improvement & Optimization
Identify recurring issues and recommend improvements to workflows and systems
Contribute to refining scripts, templates, and outreach strategies
Improve operational efficiency and contract adoption rates over time Must-Have Experience & Skills (Non-Negotiables)
2–4+ years of experience in contract administration, operations, billing, or customer support roles
Proven experience managing high-volume administrative or outreach-driven workflows
Hands-on experience with CRM systems (Salesforce or similar)
Experience using DocuSign or similar e-signature platforms
Strong proficiency in Google Sheets or Excel for tracking and reporting
High attention to detail with strong accuracy in data management
Strong written and verbal communication skills (customer-facing)
Comfortable handling outbound calls, follow-ups, and objection handling
Ability to manage multiple workflows simultaneously with strong organization Key Metrics for Success
Increase in percentage of customers with signed contracts
Accuracy and completeness of contract data across systems
Daily outreach activity and contract execution volume
Timely and accurate updates in Salesforce
AutoPay enrollment rate on new agreements
Quality and consistency of daily reporting Interview Process
Initial Screening Call
Recruiter Interview
Final Interview
Offer & Onboarding
