Job Description

We are seeking a highly organized and dependable Office Administrator to support our Customer Experience (CX) department—a remote team of six professionals delivering IT support and customer success services. This role plays a vital part in keeping daily CX operations running smoothly across distributed teams, systems, and customer interactions.

The ideal candidate thrives in a remote environment, works well within defined core hours, and communicates clearly across digital channels. Experience supporting customer-facing teams in a technology-driven environment is strongly preferred.

Key Responsibilities

Administrative & Remote Office Support

• Serve as the primary administrative support for the CX department during core business hours
• Maintain accurate digital records, documentation, and internal trackers (tickets, renewals, contracts, onboarding checklists, etc.)
• Prepare, edit, and format documents, reports, and presentations using Microsoft 365
• Manage shared calendars, schedule virtual meetings, and coordinate internal and customer-facing calls
• Ensure information is well-organized and easily accessible across shared drives and collaboration tools

CX & Customer Support Coordination

• Assist with remote customer onboarding logistics, including documentation, scheduling, and internal handoffs
• Track customer follow-ups, escalations, and action items to support timely resolution
• Maintain accurate customer data in CRM, ticketing, or PSA platforms
• Support customer communications such as service notifications, renewals, surveys, and follow-ups

IT & Operations Support

• Act as an administrative liaison between the CX team and technical teams using remote collaboration tools (Teams, email, ticketing platforms)
• Track licenses, subscriptions, and customer-related hardware assets where applicable
• Assist with vendor coordination, invoices, and basic procurement tasks related to IT services
• Help ensure CX tools and systems are organized and kept up to date

Process Improvement & Team Support

• Identify opportunities to streamline remote administrative workflows and improve team efficiency
• Document and maintain CX processes, SOPs, and best practices in shared knowledge bases
• Support virtual team meetings, initiatives, and CX projects as needed

Required Qualifications

• 2+ years of experience in an administrative, coordinator, or office support role (remote experience preferred)
• Ability to work consistently during core hours of 9:00 AM–5:00 PM ET (8:00 AM–4:00 PM CT)
• Strong organizational and time management skills with the ability to work independently
• Excellent written and verbal communication skills in a remote environment
• High level of comfort working with cloud-based tools and technology
• Proficiency with Microsoft 365 (Outlook, Word, Excel, Teams, PowerPoint, SharePoint, Copilot)

Requirements

Preferred Qualifications

• Experience working in an IT support, MSP, SaaS, or technology-driven organization
• Familiarity with CRM, ticketing, or PSA tools (e.g., ConnectWise, HubSpot)
• Experience supporting customer-facing, service delivery, or CX teams
• Basic understanding of IT terminology and service workflows

Key Competencies

• Highly organized and dependable in a remote work environment
• Clear and professional communicator
• Customer-focused and service-oriented mindset
• Ability to prioritize tasks effectively with minimal supervision
• Discreet and trustworthy when handling sensitive or confidential information

Benefits

• Fully remote role with clearly defined working hours
• Collaborative, close-knit CX team environment
• Exposure to IT support and customer success operations
• Opportunity to grow as the CX function scales
• Direct impact on customer experience and operational efficiency