Operations Support Specialist - Freelance, Remote
WFA Digital Insight
The demand for skilled operations support specialists in the telecom industry has surged, with a reported 25% growth in remote job openings. As companies scale, they require detail-oriented professionals to manage day-to-day operations, ensuring seamless project delivery. With the rise of digital transformation, having expertise in tools like Excel and Airtable is highly valued. This role stands out for its focus on process consistency and stakeholders' alignment, making it an attractive opportunity for those who thrive in fast-paced environments. Candidates should be prepared to showcase their technical skills, organizational abilities, and excellent communication skills.
Job Description
About the Role
The Operations Support Specialist role is a critical component of our client's success, ensuring the smooth execution of telecom projects across multiple regions. As a key member of the operations team, you will be responsible for managing the daily flow of work orders, maintaining accurate records, and acting as a central communication hub among field supervisors, contractors, and internal teams. Your expertise will strengthen process consistency, SLA performance, and documentation quality, ultimately driving business growth.In this role, you will work closely with various stakeholders to coordinate work orders, track progress, and identify potential blockers. Your attention to detail, organizational skills, and ability to work under pressure will be essential in delivering high-quality results. The company is committed to providing a supportive and collaborative environment, where you can thrive and grow as a professional.
What You Will Do
- Track job/work order progress end-to-end and drive timely follow-ups to completion
- Surface blockers, coordinate resolutions, and escalate risks appropriately
- Keep office logs and job workflows organized and audit-ready
- Maintain accurate records in Airtable/Excel, including permits, inspections, photos/files
- Ensure documentation standards are met (naming, completeness, version control)
- Prepare and update checklists, trackers, and shared folders for easy access
- Manage day-to-day communications via email, MS Teams, and WhatsApp group chats
- Provide frequent status updates to field supervisors, contractors, and internal teams
- Support scheduling, inspector coordination, and customer notifications as needed
- Send invoices, review/approve vendor invoices, and verify payments
- Apply backcharges when appropriate and track billing exceptions
- Reconcile job data with financial records to ensure accuracy
- Review inspection photos and verify field quality (e.g., depth/placement/utility avoidance)
- Coordinate repairs/mitigations, insurance/claims tracking, and safety-related issues
- Log incidents, maintain compliance documentation, and support SLA adherence
- Compile weekly operational reports (workflow status, SLA metrics, damages/issues)
- Highlight trends, risks, and recommendations for process improvement
- Keep leadership informed with concise summaries and data-driven insights
What We Are Looking For
- 5+ years of experience in operations or field service support within telecom, tech, or a closely related industry
- Excellent English communication skills (written and verbal) with proven stakeholder coordination
- Strong task/project tracking and documentation skills using Airtable and Excel
- Hands-on experience supporting invoicing/billing workflows and vendor coordination
- Ability to work the 7 AM–3 PM ET shift with occasional flexibility between 7 AM–11 PM ET
- WFH set-up: Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up, internet speed of at least 40MBPS, headset with an extended mic that has noise cancellation and a webcam, back-up computer and internet connection, quiet, dedicated workspace at home
- Technical skills: Airtable, Excel, Outlook, MS Office, MS Teams, WhatsApp, document control, basic billing/invoicing support, operational reporting, familiarity with field/OSP terminology and photo review for quality standards
- Operational skills: Exception handling, risk identification, escalation management, and SLA tracking
- Soft skills: Clear communicator, calm under pressure, dependable, highly organized, problem solver with sound judgment, collaborative and service-oriented
Nice to Have
- Experience with project management tools and software
- Familiarity with telecom industry terminology and standards
- Basic knowledge of networking and fiber optics
- Certification in operations management or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a growing company in the telecom industry
- Collaborative and supportive work environment
- Flexible working hours and remote work arrangement
- Professional development and growth opportunities
- Access to cutting-edge technology and tools
- Recognition and reward for outstanding performance
How to Stand Out
- Develop a strong understanding of Excel and Airtable to manage complex data sets and workflows
- Showcase your ability to work independently and as part of a remote team, with excellent communication and organizational skills
- Highlight your experience in operations support, including work order management, invoicing, and vendor coordination
- Be prepared to provide specific examples of how you have handled exceptions, risks, and escalations in previous roles
- Research the company and the telecom industry to demonstrate your knowledge and interest in the field
- Prepare to discuss your technical skills, including proficiency in MS Office, MS Teams, and WhatsApp, as well as your ability to learn new tools and software
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