[Hiring] Customer Support & Outbound Operations Specialist @Norbeck Technologies Inc

Role Description

RunToWork provides automated 24/7 AI front-office coverage, dispatching, and call triage for service businesses and trade contractors. We are seeking a tech-savvy, customer-focused specialist to handle client onboarding support and help manage our cold outbound email systems.

In this dual-focus role, you will be the friendly frontline face assisting customers with setting up and running their RunToWork portals, while also maintaining our outbound infrastructure across Smartlead.ai and Instantly.ai.

Key Responsibilities

• Customer Success & Technical Support: Guide new clients through onboarding on runtowork.com, answer product questions via chat/email, and troubleshoot basic configuration settings with a patient, customer-first attitude.
• Outbound Campaign Management: Monitor, organize, and manage day-to-day email campaigns inside Smartlead.ai and Instantly.ai.
• Deliverability & Inbox Health: Keep an eye on domain warmup metrics, mailbox health, reply sorting, and bounce rates across cold email accounts.
• Lead Triage: Review inbound replies from outreach campaigns, filter out unsubscriptions, and pass warm leads or demo requests directly to the team.
• Feedback Loop: Document recurring customer questions and operational hurdles to help improve our onboarding guides and self-service materials.

Qualifications

• Warm, clear, and professional written and verbal communication skills; comfortable explaining software workflows to non-technical users.
• Direct experience with—or a demonstrated aptitude to quickly learn and operate—Smartlead.ai and Instantly.ai.
• Comfortable with modern web apps, SaaS dashboards, browser troubleshooting, and cloud tools.
• Ability to manage your schedule, stay on top of daily inbox checks, and work independently in a remote setting.

Nice-to-Haves

• Prior experience in a Tier 1 customer support, virtual assistant, or sales development representative (SDR) role.
• Basic understanding of email deliverability standards (SPF, DKIM, DMARC) and domain warming.
• Familiarity with field service businesses or automated telephony platforms.

How to Apply

Please send your resume along with a short paragraph describing:

• Your experience troubleshooting software or helping customers with tech products.
• Any experience you have with Smartlead, Instantly, or similar cold outreach platforms (or why you feel confident learning them quickly).

Email: [email protected]

This is a remote position.