Operations Support Specialist (pooling)

We are seeking a highly organized and experienced Operations Support Specialist to oversee and streamline core operational functions within a professional services and accounting firm. This remote role works closely with the CEO and leadership team to ensure efficient service delivery, strong internal operations, and high client satisfaction.

The ideal candidate is process-driven, detail-oriented, and comfortable managing people, systems, and workflows across Human Resources, Workforce Management, Client Success, and Administrative Operations.

Duties and Responsibilities

Human Resources & Team Operations

• Process bi-monthly payroll and manage accurate tracking of PTO and sick time.
• Lead weekly team meetings and coordinate team engagement and staff appreciation initiatives.
• Administer bi-annual performance reviews and manage tracking of team Objectives and Key Results (OKRs).
• Coordinate onboarding for new team members, including internal training and IT provisioning.
• Manage training budgets and assess ongoing team training needs and professional development goals.

Workforce Management & Capacity Planning

• Analyze team time tracking, utilization, and productivity metrics.
• Prepare client time reporting and budgeting analysis.
• Manage client budget changes and team assignment transitions.
• Plan for future hiring needs and support capacity planning for new client onboarding.
• Oversee team scheduling, availability, and time-off monitoring.

Client Success & Quality Assurance

• Administer new client onboarding requirements, coordinating personnel and IT needs from contract execution through the first monthly check-in.
• Track client engagement metrics and administer annual client satisfaction surveys.
• Manage recurring Quality Assurance (QA) reviews and maintain SOP standards across the firm.

Administrative, IT & Internal Operations

• Prepare and analyze monthly invoices and manage collections processes.
• Handle new user provisioning and oversee internal IT ticket management.
• Manage cloud platform optimization and internal system “bloat” reduction.
• Maintain ownership of client and team databases within Airtable.
• Support marketing operations by ensuring brand standards are followed and managing the referral program.
• Own internal SOP documentation and lead communication, training, and change management for process updates.

Requirements:
• Bachelor’s degree in Business, Operations, Human Resources, Accounting, or a related field.
• Minimum of 4–6 years of experience in operations management, preferably in professional services, accounting, or consulting environments.
• Experience managing HR administration, payroll processes, and workforce planning.
• Strong organizational and project management skills with attention to detail.
• Comfort working with cloud-based tools (Airtable, time tracking systems, accounting or IT platforms).
• Strong written and verbal communication skills.

Preferred Qualifications

• Experience in an accounting, finance, or CFO services firm.
• Familiarity with utilization-based staffing models and client budgeting.
• Experience managing SOPs, QA processes, and operational documentation.
• Background supporting remote or distributed teams.
• Exposure to basic IT administration, systems optimization, or workflow automation.

Benefits:
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth

At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.

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