Job Description

Are you a detail oriented professional who thrives in a systems driven environment? We are looking for a dedicated Account Operations Specialist to join our team and provide critical support to our sales operations during our evening shift ( 11:00 AM to 8:00 PM MX time).

In this role, your precision and work ethic are the engines that keep our sales process seamless. If you have a background in digital platforms, high-volume customer support, or data management, we want to hear from you.

Responsibilities

You will serve as the operational expert, ensuring everything from customer configuration to incident resolution is handled with impeccable accuracy.

• Core Operational Support: Manage and prioritize incoming support queues, responding promptly to chat, email, and operational queries from both customers and agents.
• System & Ticket Management: Create, update, and track incident tickets using systems such as Azure ADO, Halo, and Smartsheets.
• Account Configuration: Support the enrollment process for new customers by assisting with configuration, mapping, and data loading (via FTP or other processes).
• Data Quality & Auditing: Develop precise import files for promotions, perform rigorous data audits, and manage the activation/deactivation of products and certifications.
• Platform & Sales Support: Provide rapid-response assistance to the sales floor regarding system errors and platform issues to ensure zero downtime.
• Collaboration: Work closely with management to ensure all products are configured and functioning according to the specific needs of the sales team.

Requirements

We are seeking a candidate with a strong professional background and the discipline to manage a specialized schedule.

• Experience: A minimum of 2 years of professional experience in a call center, technical support, or a high-volume corporate environment.
• Technical Proficiency: Strong experience with CRM systems, digital marketing platforms, and G Suite/Microsoft Office.
• Excel Skills: Intermediate to Advanced proficiency in Microsoft Excel is required for data auditing and file creation.
• Ticketing Systems: 1+ year of experience with formal ticketing or request management systems (e.g., Zendesk, JIRA, or similar).
• Communication: Excellent written and verbal communication skills; ability to provide clear feedback and documentation.
• Work Ethic & Reliability: Impeccable attention to detail and a proven ability to stay focused and productive during the designated evening shift.
• Availability: Must be able to consistently work the 11:00 AM – 8:00 PM MX shift.

What We Offer

• Competitive Benefits: Above-the-law benefits including Savings Fund, Major Medical Insurance, and Food Allowance.
• Collaborative Culture: Join a global team where your individual precision has a direct, visible impact on company results.
• Growth Opportunities: Work within a "customer-first" culture that encourages you to stay curious and own your impact.

About arrivia

Welcome to arrivia We specialize in making brands better through the power of travel. With over 55 years of combined experience, we are a powerhouse in the travel industry, combining the strengths of ICE, SOR Technology, and WMPH Vacations. We embrace diversity and a passion for travel across our global staff, staying committed to our core values: Stay Curious, Keep it Real, Own it, and Win Together.