Job Overview

We are seeking a proactive, analytical, and detail-oriented Operations Analyst to support operational activities during U.S. daytime hours while working night shifts in Taiwan or the Philippines. This role serves as the primary operational point of contact when the daytime team is offline, ensuring continuity of support, issue resolution, and communication across internal teams and clients.

The ideal candidate is resourceful, highly organized, and comfortable navigating operational systems, dashboards, and evolving processes in a fast-paced environment. You will assist with operational inquiries, monitor performance metrics, analyze workflows, support QA initiatives, and coordinate effectively with stakeholders to ensure smooth day-to-day operations.

This is an excellent opportunity for candidates looking to grow their career in operations, support, analytics, or business process management within a dynamic and collaborative environment.

Work Schedule: 40hrs per week, Monday to Friday 9 AM to 5 PM | Central Time 

Key Responsibilities

• Serve as the primary point of contact for operational inquiries and client support during U.S. business hours/Taiwan night shift operations.
• Respond to client questions professionally and coordinate with the appropriate internal stakeholders for resolution and follow-up.
• Assist with operational workflows, system configurations, account settings, and process-related requests.
• Monitor dashboards, reports, and internal operational tools to identify anomalies, risks, or performance issues.
• Investigate operational concerns and provide insights, findings, and recommendations when issues arise.
• Support quality assurance initiatives by reviewing workflows, identifying inconsistencies, and analyzing conversations or call data.
• Assist in business case analysis through operational data interpretation and reporting support.
• Maintain accurate documentation, handover notes, and updates using collaboration tools such as Slack, Monday.com, and internal knowledge bases.
• Ensure seamless communication and operational continuity between night shift and daytime teams.
• Escalate urgent issues appropriately and ensure timely follow-through on outstanding action items.
• Contribute to process improvements and operational efficiency initiatives as workflows evolve.

Requirements

• Strong interpersonal and client-facing communication abilities.
• Basic understanding of operations, workflows, customer support, or business processes.
• Comfortable working with dashboards, reports, spreadsheets, and operational data.
• Familiarity with SQL, data analysis concepts, or reporting tools is an advantage.
• Proficiency in Microsoft Word and Excel.
• Ability to prioritize issues and coordinate effectively with multiple stakeholders.

Preferred Skills

• Experience using collaboration and project management tools such as Slack, Monday.com, or similar platforms.
• Exposure to QA processes, workflow reviews, or operational audits.
• Basic understanding of performance metrics and business reporting.
• Experience working in startup or fast-paced operational environments is a plus.

Ideal Candidate Traits

• Thrives in dynamic, fast-paced environments with evolving processes.
• Comfortable working with ambiguity and creating structure when needed.
• Curious, self-motivated, and eager to learn new systems and processes.
• Dependable and capable of managing responsibilities independently.
• Strong collaborative mindset with a professional and respectful communication style.
• Adaptable and solution-oriented with a strong sense of ownership.

Independent Contractor Perks

• Health insurance in eligible locations

• Permanent work from home

• Immediate hiring

Note

• Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.