Remote Operations Coordinator (2 Positions) | Customer Success, Scheduling & Operations

Hourly: Part-Time (10-20 hours/week to start) Schedule: Must have at least 4–6 hours of overlap with Pacific Time business hours. About Us: We're a fast-growing remote private swim school based in the Pacific Northwest. Instead of operating from a physical facility, our certified swim instructors travel to our clients' homes, apartment buildings, and condo pools to teach private swim lessons. Today, we serve 200+ recurring students each month, ranging from young children taking their very first swim lesson to adults looking to build confidence or improve their technique. Our mission is to make learning to swim as convenient as possible by bringing high-quality instruction directly to families. We're building the systems and team needed to scale, with plans to expand into additional cities next summer. We're looking for two Remote Operations Coordinators to become the backbone of our day-to-day operations and help us build a business that can operate smoothly as we grow. This is not a typical Virtual Assistant position. You'll play a key role in running the operational side of the business while our leadership team focuses on sales, marketing, and expansion. Your work will directly impact the experience of every family and instructor we serve. Why We're Hiring Two People: Each coordinator will have primary responsibilities, but both will be fully cross-trained on every core operational process. This allows you to support one another during vacations, sick days, or unexpected absences while ensuring our customers continue to receive outstanding service. As the business grows, you'll work together as an operations team rather than independently. What You'll Be Responsible For: - Customer Success - Respond to customers via phone, email, text, and WhatsApp - Answer questions about swim lessons and pricing - Guide new families through the onboarding process - Send intake forms - Provide friendly, timely, and professional customer support Scheduling & Operations: - Match new students with instructors based on location, availability, and preferences - Schedule first lessons - Coordinate schedules between families and instructors - Handle cancellations and reschedules - Fill last-minute lesson openings - Ensure scheduling inside the Jane App is accurate Instructor Support: - Communicate with instructors throughout the week - Coordinate availability - Assist with onboarding new instructors - Help solve scheduling conflicts - Answer day-to-day operational questions Billing & Administration: - Process customer payments - Send payment reminders - Follow up on overdue invoices - Assist with instructor payroll - Maintain customer records - Keep Jane App organized and accurate Process Improvement: We're constantly improving how we operate. If you notice repetitive tasks that could be automated or a better way of doing something, we want your ideas. We're looking for someone who enjoys building efficient systems, not just following them. Software We Use: - Jane App - WhatsApp - Google Workspace - Google Sheets / Microsoft Excel - Experience with Jane App is a bonus, but not required. We'll train the right person. The ideal candidate is someone who: - Speaks and writes excellent English - Is extremely organized - Can manage multiple conversations without losing track of details - Enjoys helping customers - Learns new software quickly - Is proactive and takes ownership of problems - Has excellent attention to detail - Is dependable and communicates clearly - Wants a long-term role with a growing company Nice to Have: - Customer service experience - Scheduling or dispatch experience - Administrative or operations experience - Healthcare, education, fitness, or service industry background - CRM or scheduling software experience - Jane App experience (preferred, not required) What Success Looks Like - Within your first 2-3 months, you'll be able to: - Independently onboard new customers - Match students with instructors confidently - Resolve scheduling issues professionally - Keep customer communication fast and friendly - Process payments accurately - Support instructors throughout the week - Step in and cover responsibilities for your fellow Operations Coordinator whenever needed Growth Opportunity: We're building a long-term operations team, not hiring temporary assistants. As we expand into additional cities, there will be opportunities to take on greater responsibility, improve our systems, train future team members, and grow into leadership roles. If you're someone who enjoys creating structure, solving problems, and helping build a company from the inside, we'd love to meet you. To apply, please include the following: - Tell us a little about yourself. - Describe your customer service or operations experience. - Have you worked with scheduling software before? If so, which platforms? - What time zone are you in, and what hours are you available to work? - What's one process you've improved or made more efficient in a previous role? *Bonus Question Imagine a new customer wants lessons on Tuesdays at 5:00 PM. The instructor who normally covers their area isn't available, but another qualified instructor is available 15 minutes away. How would you approach this situation? Walk us through your thought process. To help us identify candidates who pay attention to detail, please begin your application with the words "Blue Goggles."