Customer Operations Associate

Customer Support Responsibilities

• Provide exceptional customer support via phone, live chat, and email‑based support tickets for All Aware customers.

• Troubleshoot technical issues by being inquisitive, logical, and persistent in identifying root causes and effective solutions.

• Maintain a positive, proactive, and adaptable approach while delivering high‑quality customer service.

• Identify recurring issues or common questions and assist with creating Help Center and support documentation to improve self‑service resources.

• Share knowledge and collaborate with internal teams through documentation, training, testing, and ongoing learning to continuously improve service quality and the overall customer experience.

Sales Assistance Responsibilities

• Assist with inbound sales inquiries from prospective and existing customers via phone, chat, and email.

• Assist with outbound follow‑ups to remain engaged with leads and support the overall sales process.

• Work closely with the Sales Lead to educate customers on All Aware’s products and services and help identify solutions that best meet customer needs.

• Assist the sales process by documenting interactions, maintaining accurate customer information, and coordinating next steps.

• Capture and communicate customer feedback and feature requests to help inform product development.

Fulfillment Responsibilities

• Assist with daily order fulfillment, including accurately packing and shipping customer orders.

• Participate in inventory management working alongside experienced team members.

• Maintain organized fulfillment and storage areas to support efficient operations.

• Contribute to improvements in fulfillment processes as order volume and operations scale.

• Participate in end-of-month inventory reporting and other operational reporting as needed.

Miscellaneous Projects & Customer Advocacy

• Assist with special projects that support operational efficiency and business growth.

• Serve as the voice of the customer, sharing insights and trends to help inform product roadmaps and improvements.

• Assist in product and feature testing to evaluate customer experience (no technical background required).

• Provide quality‑assurance feedback on customer‑facing tools and website experiences.

• Advocate for a customer-first mindset, safeguarding customer experience in anything users see or interact with.

• Contribute ideas and feedback to help elevate the team and improve processes.

• Help manage office organization, supplies, equipment, and incoming or outgoing shipments.

• Serve as a reliable, hands‑on team member in a collaborative, in-office startup environment, where flexibility and initiative are valued.

• Perform additional operational tasks as needed to support the overall success of the All Aware office.

• Other Duties as Assigned.

Training & Professional Development

In this role, you will receive hands‑on training and gain experience in:

• Alarm.com‑powered technology and platforms, and how connected systems support real‑world business operations.

• How emerging technologies help businesses gain visibility, control, and actionable insights into their operations.

• All Aware’s products, services, and supported devices through structured training and hands‑on testing.

• Best practices for customer experience, remote technical support, and problem‑solving.

• Cross‑functional business operations, including exposure to sales assistance, fulfillment, and internal workflows as the company grows.

Requirements & Qualifications

• This is an on-site position based at the All Aware Office in Saint Marys, Kansas, with a requirement to be in the office 100% of the time.

• Strong customer service orientation with a customer-first mindset.

• Willingness to assist customers, maintain a humble, eager-to-learn attitude, and bring a positive, cheerful disposition to the workplace.

• Comfort using a computer and smartphone at an average user level; advanced technical skills are not required.

• Interest in learning about technology and tools that help businesses operate more effectively.

• Clear written and verbal communication skills.

• Logical thinking and problem‑solving ability.

• Ability to adapt in a fast‑paced, evolving environment.

• Self‑motivated with the ability to work independently and collaboratively.

• Prior experience in customer support, operations, or a related role is a plus, but not required.

Please note that sponsorship of new applicants for employment authorization, or any other immigration-related support, is not available for this position at this time.

WHY WORK FOR ALARM.COM?

• Collaborate with outstanding people: We hire only the best. Our standards are high and our employees enjoy working alongside other high achievers.

• Make an immediate impact: New employees can expect to be given real responsibility for bringing new technologies to the marketplace. You are empowered to perform as soon as you join the Alarm.com team!

• Gain well rounded experience: Alarm.com offers a diverse and dynamic environment where you will get the chance to work directly with executives and develop expertise across multiple areas of the business.

• Community and Camaraderie: One of our core values is to 'Keep It Fun,' which to us means fostering a strong sense of community. Our culture is built on collaboration and connection, where we celebrate our successes and believe that a positive, engaging environment is key to doing our best work.

• Alarm.com values working together and collaborating in person. Our employees work from the office 4 days a week.

COMPANY INFO

Alarm.com is the leading platform for intelligently connected properties. Millions of homeowners and businesses rely on Alarm.com's technology to secure, monitor, and manage their environments from anywhere. Our comprehensive suite of solutions—including security, video surveillance, access control, active shooter detection, intelligent automation, energy management, and wellness—is delivered exclusively through a trusted network of thousands of professional service providers and commercial integrators across North America and worldwide. Alarm.com's common stock is traded on Nasdaq under the ticker symbol ALRM. Alarm.com delivers serious security for serious people.

For more information, please visit www.alarm.com.

COMPANY BENEFITS

Our total rewards package is designed to support you holistically—in your health, your finances, and your life outside of work. The package includes medical plans with company subsidies, a Health Savings Account (HSA) with a company contribution, and a 401(k) with an employer match. We encourage a healthy work-life balance with paid vacation that increases with tenure, paid holidays, wellness time, and paid maternity and bonding leave. To complete the package, we also provide company-paid disability and life insurance, all within a collaborative and casual work environment.

Alarm.com is an Equal Opportunity Employer

In connection with your application, we collect information that identifies, reasonably relates to or describes you ("Personal Information"). The categories of Personal Information that we may collect include your name, government-issued identification number(s), email address, mailing address, other contact information, emergency contact information, employment history, educational history, criminal record, and demographic information. We collect and use those categories of Personal Information about you for human resources and other business management purposes, including identifying and evaluating you as a candidate for potential or future employment or future positions, recordkeeping in relation to recruiting and hiring, conducting criminal background checks as permitted by law, conducting analytics, and ensuring compliance with applicable legal requirements and Company policies. By submitting your application, you acknowledge that we may retain some of the personal data that you provide in your application for our internal operations such as managing our recruitment system and ensuring that we comply with labor laws and regulations even after we have made our employment decision.

Notice To Third Party Agencies:
Alarm.com understands the value of professional recruiting services. However, we are not accepting resumes from recruiters or employment agencies for this position. In the event we receive a resume or candidate referral for this position from a third-party recruiter or agency without a previously signed agreement, we reserve the right to pursue and hire those candidate(s) without any financial obligation to you. If you are interested in working with Alarm.com, please email your company information and standard agreement to [email protected].