Customer Solutions Associate
Posted 2025-08-23
Remote, USA
Full Time
Immediate Start
<p><strong>Team Oversight</strong></p><p>• Supervise and support two part-time Virtual Assistants who provide live session support </p><p>• Set schedules, communicate expectations, and review task performance </p><p>• Serve as the escalation point for scheduling conflicts, technical issues, or coverage gaps </p><p>• Jump in to assist with live session support when schedules require overflow coverage Live Research Support (As Needed) </p><p>• Join online sessions early to confirm tech readiness for participants and moderators </p><p>• Troubleshoot common issues with internet, video, audio, or screen sharing </p><p>• Start recordings and monitor session launches for technical success </p><p>• Respond quickly to team messages or technical interruptions during sessions UX Tool Troubleshooting & Summarization </p><p>• Investigate and document issues within the UX tool (where live sessions are hosted) </p><p>• Escalate unresolved or recurring problems to Product or Engineering teams </p><p>• Summarize findings in clear, written reports for internal team awareness and follow up Administrative & Operational Support </p><p>• Support the Customer Solutions Manager and Associate Director with admin needs </p><p>• Assist with internal documentation, scheduling, meeting notes, and follow-ups </p><p>• Take ownership of repeatable tasks that free up leadership for higher-level priorities </p><p>• Help maintain knowledge base materials and organize process improvements</p><p><strong>Requirements</strong></p><p>• Strong spoken and written English – you’ll be supporting internal teams and occasionally clients </p><p>• Experience managing or supervising others, particularly remote or part-time workers </p><p>• Technical confidence with tools like Zoom, Microsoft Teams, Google Meet, screen sharing, etc. </p><p>• Calm and clear communicator under pressure or in fast-moving situations </p><p>• Organized and self-motivated, with the ability to juggle multiple responsibilities </p><p>• Willingness to learn the platform and internal tools (UX tool, Zendesk, Jira, Confluence) </p><p>• Available to work in Eastern Time (ET) hours with up to 2 hours of buffer time</p><p><strong>Benefits</strong></p><p>Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:</p><p></p><ul> <li>Permanent remote work flexibility</li> <li>Paid Time Off</li> <li>Health Maintenance Organization (HMO) coverage</li> <li>Annual performance bonuses</li> <li>Dedicated coaches offer an extra channel of support and skill-building</li> <li>Opportunities for professional growth</li> </ul><p></p><p>At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.</p>