We are seeking a highly organized and dependable
Office Administrator to support our
Customer Experience (CX) departmenta 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
