[Hiring] Customer Service Supervisor & Project Manager VA (Food Supply Chain Operations) @Scale Virtually

Role Description

We are looking for Virtual Professionals based in the Philippines. This is a fully remote position for the role of Customer Service Supervisor & Project Manager VA (Food Supply Chain Operations). Applications with an introduction video attached will be prioritized. Due to the fully remote nature of this role, it is important that candidates are comfortable communicating on video calls.

Role Title

Customer Service Supervisor & Project Manager VA (Food Supply Chain Operations)

Role Summary

This role owns end-to-end operational execution across Cureate’s food supply chain ecosystem—covering buyers, vendors, onboarding, order fulfillment, and live event coordination.

• You are not a message relay or inbox assistant.
• You are responsible for ensuring operations do not break between order placement, vendor execution, delivery, and client experience.
• You will actively manage real-time communication flows, resolve fulfillment breakdowns, oversee onboarding completion, and ensure that every operational dependency is tracked and closed.
• This is a high-pressure execution role where ambiguity is normal and speed matters more than perfection.
• You are expected to act first, structure later, and escalate only when resolution attempts have been made.
• If you need detailed instructions before taking action, avoid ownership of messy operational problems, or struggle to make decisions in real time, you will not succeed in this role.

Core Responsibilities (Execution-Based)

• Customer Inbox & Real-Time Communication Control (Same-Day Resolution Standard)
  • Own all shared inboxes as the first operational responder across buyers, vendors, and internal teams.
  • Respond to all inbound messages within the same business day—no backlog accumulation allowed.
  • Triage communication based on operational urgency: orders, fulfillment issues, onboarding delays, vendor concerns.
  • Resolve routine issues directly instead of routing everything upward.
  • Identify early warning signals (missed deliveries, vendor delays, unclear instructions, client confusion) and act immediately.
  • Escalate only after attempting resolution with full context.
  • Produce an end-of-day operational summary:
    • unresolved issues
    • escalations made
    • risks identified
    • items carried to next day
• Order & Fulfillment Control (Supply Chain Execution Layer)
  • Monitor all active orders from confirmation to delivery across buyers and vendors.
  • Detect mismatches in quantity, timing, substitutions, pricing, or invoicing before they impact delivery.
  • Act as the operational bridge when fulfillment issues arise between vendors and buyers.
  • Resolve breakdowns directly (coordinate, clarify, re-route, or re-confirm execution details) before escalation.
  • Ensure system status reflects real-world execution—not outdated or assumed updates.
  • Prevent silent failures in fulfillment tracking.
• Event & Logistics Execution (Live Operational Control)
  • Own real-time execution of Cureate food supply chain events from preparation to live delivery.
  • Coordinate run-of-show, materials, timelines, vendor readiness, and stakeholder alignment.
  • Identify logistical failures before execution (missing inventory, unclear roles, timing conflicts).
  • Act during live events to resolve issues immediately without disrupting overall experience.
  • Maintain calm, solution-oriented communication under time pressure.
  • Ensure external partners experience smooth execution regardless of internal complexity.
• Buyer & Vendor Onboarding Ownership
  • Manage onboarding from initiation through full activation for buyers and vendors.
  • Ensure all onboarding steps are completed without delays or missing requirements.
  • Coordinate documentation, compliance, system access, and communication setup.
  • Track onboarding progress actively and intervene when delays occur.
  • Prevent onboarding drop-offs through proactive follow-ups instead of waiting for reminders.
• Project Management & Systems Execution
  • Maintain and update operational workflows across supply chain, onboarding, and fulfillment.
  • Track dependencies, ownership, and deadlines across internal teams and external partners.
  • Identify workflow breakdowns in real time and implement immediate fixes.
  • Ensure tools (Airtable, Slack, CRM, Google Workspace) reflect real operational status.
  • Improve processes while actively using them—not in separate planning cycles.
• Reporting & Operational Visibility
  • Deliver daily operational summaries with clear structure and no missing context.
  • Surface risks, bottlenecks, and recurring breakdowns without being prompted.
  • Track patterns in fulfillment failures, onboarding delays, and communication gaps.
  • Ensure leadership has accurate operational visibility without needing to chase updates.

Qualifications

• Proven experience in operations, customer service management, supply chain coordination, or project execution roles.
• Ability to manage multiple stakeholders (buyers, vendors, internal teams) without losing control of details.
• Strong English communication with precise tone control under pressure.
• Demonstrated ability to resolve operational issues independently before escalating.
• High attention to detail in order tracking, documentation, and system updates.
• Comfortable working in fast-changing, partially undefined operational environments.
• Strong bias toward action—waiting for instructions is a failure mode in this role.
• Ability to stay calm and structured in high-pressure execution scenarios.
• Candidates who require step-by-step instructions or avoid ownership of breakdowns will not be successful here.

Tools

• Google Workspace (Docs, Sheets, Gmail)
• Slack
• Airtable
• CRM / internal systems (as needed)

What We Actually Care About

• You close operational loops instead of forwarding problems.
• You identify breakdowns before they escalate externally.
• You treat inbox management as real-time operations, not admin work.
• You bring structure into messy, fast-moving workflows.
• You communicate clearly under pressure without emotional noise.
• You improve systems while operating inside them.

What This Role Is NOT

• Not a passive customer service inbox responder.
• Not a basic administrative assistant role.
• Not a reactive coordinator who escalates everything upward.
• Not an event support role limited to checklists.
• Not a role where someone else defines your daily priorities.
• Not suitable for candidates who avoid responsibility in unclear situations.

Position Details

• Fully remote
• Full-time contractor role
• US-aligned working hours required
• High-ownership operational environment
• Requires strong internet, communication setup, and multitasking capability

Application Instructions

Respond to the following scenario: An order is marked as “confirmed,” but the vendor suddenly messages you saying they cannot fulfill it. The buyer expects delivery within 24 hours, and the system has not been updated. Explain clearly:

• What you do in the first 30 minutes
• Who you contact and in what order
• What you communicate to each party
• How you prevent escalation and service failure
• What system updates you make immediately

We are evaluating execution thinking, not writing quality.

Benefits

• PTO
• HMO
• Fully Remote Work