Customer Operations Specialist

Pavago Jamaica
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Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours

About the Role

We’re hiring a Customer Operations Specialist to take full ownership of contract lifecycle management, contract execution, and CRM accuracy across a large customer portfolio.

This is an execution-heavy, ownership-driven role — not passive admin work.

You will:

  • Own contract data
  • Drive contract completion through daily outreach
  • Maintain CRM accuracy
  • Ensure contracts align with billing and recurring revenue

If you thrive in high-volume, detail-oriented, follow-up-driven environments — this role is built for you.

What You’ll Own

1. Contract Ownership & Accuracy

  • Own all customer contracts end-to-end

  • Maintain a single source of truth for:

    • Contract status
    • Terms
    • Coverage

  • Ensure all records are:

    • Accurate
    • Complete
    • Audit-ready

  • Maintain structured storage (e.g., Google Drive)

2. Contract Tracking & Data Management

  • Maintain master tracking sheets in Excel / Google Sheets

  • Track:

    • Renewal dates
    • Contract durations
    • Special terms

  • Clean and remove inactive accounts

  • Prepare contract data for CRM accuracy in Salesforce

3. Contract Outreach & Execution (High Volume)

  • Identify customers without signed contracts

  • Conduct daily outbound outreach (email + calls)

  • Clearly explain:

    • Pricing
    • Terms
    • Value

  • Send agreements via DocuSign

  • Drive contracts from sent → signed → completed

  • Maintain consistent follow-ups until closure

4. CRM & Revenue Alignment

  • Update contract data and RMR (Recurring Monthly Revenue) in Salesforce
  • Log all activities and updates for audit tracking
  • Improve data quality through contract interactions

5. Agreement & Documentation Management

  • Create and manage agreements for:

    • New services
    • Account updates

  • Ensure all documents are:

    • Executed properly
    • Stored correctly

  • Support account transfers with proper documentation

6. AutoPay & Compliance

  • Ensure AutoPay enrollment for applicable customers
  • Track exceptions and apply adjustments
  • Maintain compliance and documentation

7. Collections Support (Partial)

  • Conduct follow-ups on overdue accounts
  • Log all activity in CRM
  • Support overall revenue collection efforts

8. Reporting & Performance Tracking

  • Deliver daily reports on:

    • Outreach activity
    • Contracts sent/signed
    • Progress metrics

  • Track contract coverage improvements

  • Maintain visibility into execution performance

9. Process Improvement

  • Identify workflow inefficiencies

  • Improve:

    • Outreach scripts
    • Templates
    • Tracking systems

  • Increase contract adoption and execution speed

What Makes You a Strong Fit

  • You’re execution-driven, not passive
  • You follow up relentlessly until things are completed
  • You’re highly detail-oriented and organized
  • You’re comfortable handling high-volume outreach + admin simultaneously
  • You take ownership of outcomes, not just tasks

Must-Have Requirements

  • 2–4+ years in:

    • Contract administration
    • Operations
    • Billing
    • Customer support

  • Experience with:

    • Salesforce (or similar CRM)
    • DocuSign

  • Strong proficiency in:

    • Google Sheets / Excel

  • High attention to detail (low error tolerance)

  • Strong written and verbal English communication

  • Comfortable with:

    • Outbound calls
    • Follow-ups
    • Objection handling

  • Ability to manage multiple workflows simultaneously

Nice to Have

  • Experience working with:

    • Recurring revenue (RMR) models
    • Billing or collections workflows

  • Exposure to:

    • High-volume contract environments
    • SaaS or service-based businesses

What a Typical Day Looks Like

  • Review contract tracker and prioritize outreach
  • Send agreements via DocuSign
  • Follow up on pending contracts
  • Update CRM and contract records
  • Track progress and report daily metrics

In short:
You ensure every customer has a valid, accurate, and executed contract — with nothing slipping through the cracks.

Key Metrics (KPIs)

  • % of customers with signed contracts
  • Contract data accuracy across systems
  • Daily outreach volume (calls, emails, follow-ups)
  • Contract execution speed (sent → signed)
  • Salesforce data accuracy
  • AutoPay enrollment rate
  • Reporting consistency and quality

Why This Role Stands Out

  • High ownership and clear accountability
  • Direct impact on revenue accuracy and risk reduction
  • Structured workflows with measurable performance
  • Opportunity to improve systems and processes
  • Remote flexibility with strong execution expectations

Interview Process

  • Initial Screening Call
  • Recruiter Interview
  • Final Interview
  • Offer & Onboarding

Apply Now

If you’re someone who:

  • Follows through relentlessly
  • Cares about accuracy and execution
  • Thrives in structured, high-volume environments

This role is a strong fit.

Apply Now Back to Search