Manage and develop a remote team of online agents: hire, train, coach, evaluate, promote or exit staff, handle escalations, and use data, CRMs, dashboards, and automations to improve operations and collaborate across departments.
This is a remote position.
We are hiring an Operations Manager with a strong data mindset and experience managing online teams. Someone who knows how to hire, train, promote, and let go of agents—and isn't afraid to use tech and numbers to run a tight operation.
What you’ll do:
- Hire the right agents, and un-hire when performance doesn’t meet the bar.
- Manage day-to-day operations and maximize team efficiency.
- Oversee and develop a team of online agents.
- Conduct training, coaching, and evaluations.
- Handle escalations and daily issues—internally and externally.
- Promote high performers, demote or exit low performers.
- Collaborate with other departments to improve systems and processes.
- Use data and dashboards to make decisions, spot gaps, and drive improvements.
What you’ll bring along:
- 3+ years of experience as an Operations Manager or in a similar role.
- Hands-on experience managing online or remote agent teams.
- Track record of hiring, training, promoting, and letting go of agents.
- Strong data mindset—you know how to read numbers and act on them.
- Solid grasp of tech tools, CRMs, dashboards, and automations.
- High-level communication skills and ownership mindset.
- Fluent in English—written and spoken.
What you’ll gain:
- Work with talented people across nationalities in a fast-paced, no-nonsense environment.
- Be part of a company that rewards outcomes, not time.
- Rapid growth for those who perform.
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What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
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