Role TitleCustomer Service Supervisor & Project Manager VA (Operations & Supply Chain)Role SummaryThis role owns the operational experience across Cureate’s ecosystem—buyers, vendors, onboarding, fulfillment, and events.You are not a coordinator passing messages. You are the person ensuring nothing breaks between inquiry → order → fulfillment → experience.You will actively manage inboxes, resolve operational issues, drive onboarding completion, and oversee execution across supply chain and events in real time.If you need structure before acting, escalate everything, or avoid ownership of messy operational problems, you will struggle in this role.Core Responsibilities (Execution-Based)1. Customer Inbox & Communication Ownership (Same-Day Resolution Standard)Own all shared inboxes across Cureate Connect territories as the first line of operational responseRespond to all inbound inquiries within the same business day—no backlog carryoverTriage messages based on urgency: orders, fulfillment issues, onboarding, and vendor concernsMaintain Cureate’s communication standard: clear, warm, solution-driven, and calm under pressureIdentify risks early (missed orders, delayed responses, confused vendors) and escalate only when necessaryProduce end-of-day operational summary including:unresolved issuesescalations and risksitems moving to next day2. Order & Fulfillment Control (Supply Chain Execution Layer)Monitor active orders from placement to delivery across buyers and vendorsIdentify mismatches in timing, quantity, substitutions, or invoicing before they become failuresAct as the bridge between buyers, vendors, and internal teams when fulfillment issues occurResolve fulfillment breakdowns directly—do not passively escalate without context or attempted resolutionEnsure fulfillment integrity across Cureate Connect systems, not just communication logs3. Event Logistics Execution (Real-Time Coordination Role)Own operational execution of Cureate events from planning to live deliveryCoordinate timelines, materials, run-of-show documents, and stakeholder readinessAnticipate logistical failures before they happen (missing materials, unclear roles, timing gaps)Act in real time during events to resolve issues while maintaining a calm, professional presenceEnsure participant and partner experience is seamless regardless of internal complexity4. Onboarding Ownership (Buyers & Vendors)Lead onboarding for institutional buyers and local producers from start to completionEnsure onboarding steps are completed without delays or missing documentationCoordinate system setup, compliance documentation, and communication flows across stakeholdersTrack onboarding progress actively and intervene when onboarding stallsPrevent onboarding drop-off by proactively following up rather than waiting5. Project Management & Systems ExecutionBuild and maintain workflows across Cureate operations (supply chain, programs, community)Track deliverables, dependencies, and ownership across internal teamsIdentify inefficiencies in real time and implement process improvements without waiting for approval cyclesMaintain operational systems in Airtable, Slack, Google Workspace, and CRM toolsEnsure systems reflect reality—not outdated assumptions6. Reporting & Operational VisibilityDeliver daily operational reports with clarity and completenessSurface unresolved risks, bottlenecks, and recurring operational issuesHighlight trends in fulfillment failures or onboarding delaysEnsure leadership can understand operational reality without chasing updatesRequirements (Non-Negotiable)Strong experience in operations, customer service management, project coordination, or supply chain executionMust be able to manage multiple stakeholders (buyers, vendors, internal teams) simultaneously without losing control of detailsExcellent written and spoken English with strong tone control under pressureProven ability to resolve issues independently before escalatingHigh attention to detail—especially in logistics, orders, and system updatesComfortable working in ambiguity where processes are evolvingMust be proactive—waiting for instructions is a failure mode in this roleIf you are uncomfortable owning messy operational breakdowns end-to-end, this role is not a fit.ToolsGoogle Workspace (Docs, Sheets, Gmail)SlackAirtableCRM / internal operational tools (as needed)What We Actually Care AboutYou close loops instead of forwarding problemsYou notice operational failures before clients doYou treat inbox management as real-time operations, not admin workYou bring structure to unclear or chaotic workflowsYou maintain calm, high-trust communication under pressureYou improve systems while using them—not after the factWhat This Role Is NOTNot a passive customer service inbox responderNot a purely administrative assistant roleNot a reactive coordinator who escalates everythingNot an event assistant role limited to checklistsNot a support role without decision-making responsibilityPosition DetailsFully remoteFull-time contractor roleUS-aligned working hours required for real-time coordinationHigh-ownership operational environmentRequires stable internet, strong communication setup, and multitasking capacityApplication InstructionsTo apply, answer the following scenario:An order is marked as “confirmed,” but the vendor messages you saying they cannot fulfill it. The buyer is expecting delivery within 24 hours, and the system has not been updated.Explain:What you do in the first 30 minutesWho you contact and in what orderWhat you communicate to each partyHow you prevent the issue from escalatingWe are evaluating execution thinking—not writing quality.BenefitsPTOHMOFully Remote Work
5 months ago