Operations Support Specialist

Operations Support Specialist
Location: Remote U.S. or Canada
Department: Operations
Employment Type: FT
Minimum Experience: Experienced

About Us The mission of the IFS Institute (IFSI) is to bring more Self leadership to the world. IFS (Internal Family Systems) is a transformative evidence-based psychotherapy based on the view that the mind is naturally multiple and that we all have a core Self that cant be damaged and that knows how to heal. The IFS Institute provides training for professionals and organizations globally an annual conference a practitioner directory for those looking for IFS trained providers and a growing number of online courses books and other resources.

Our goal is to create learning environments and a community that teach and support the internal welcoming of parts that have been exiled shamed or marginalized within our systems so that they may be seen heard valued and ultimately healed. Building and supporting a diverse workforce is foundational to this goal and we are a committed equal opportunity employer.

To learn more about our growing organization view a few of our introductory IFS videos.

Position Summary

This role reports to the Program Operations Manager and will play an integral role in
overseeing the HubSpot Help Desk and Help Center. This role is central to ensuring that our community of learners practitioners and partners receives timely accurate and compassionate support while also helping IFSI scale through improved processes automations and self-service tools.

The Operations Specialist is responsible for
responding to inquiries managing service-level agreements (SLAs) updating and expanding our Help Center resources and implementing AI-driven solutions to enhance support efficiency. This role is ideal for someone who thrives on problem-solving enjoys building systems that empower others and is motivated by meaningful work in a mission-driven environment.

Additionally the role provides key operational and administrative support to meet the needs of a rapidly growing community seeking access to IFSIs programs. The specialist will engage in frequent and sensitive written and verbal interactions with this community and IFSIs staff handling all matters with professionalism empathy and efficiency.

IFSI is managed as a distributed team that uses technology and regular in-person gatherings to stay connected. We are seeking someone who is comfortable with and skilled in remote work self-leadership and collaboration.

Key Responsibilities

• Manage the assignment of Help Desk tickets to appropriate team members based on ticket category and priority level

• Communicate professionally and provide timely
  assistance to trainers and participants throughout the training lifecycle

• Develop maintain and ensure adherence to process documentation that supports training operations

• Collaborate effectively across the Operations Team and with other departments within IFS to ensure seamless workflow

• Provide technical support for Zoom-based training sessions and virtual events

Skills and Attributes

Concentrated Areas & Specializations

• This Specialist role will have a primary focus on Help Desk operations and the administration of Service Level Agreements (SLAs)

• Respond to assign and escalate tickets in HubSpots Help Desk to ensure resolution is in line with service-level agreements (SLAs).

• Create update and maintain Help Center articles FAQs and templates to ensure content remains
  accurate clear and user-friendly.

• Design and optimize workflows and automations within HubSpot; explore opportunities to integrate AI tools to enhance self-service capabilities

• Track Help Desk metrics identify trends in community support needs and recommend process improvements.

• Maintain flexibility in focus areas with the potential for responsibilities to shift throughout the year based on evolving organizational needs

Role Requirements

• 3-5 years of relevant experience customer support operations technical support or a related role

• Bachelors degree

• Experience with HubSpot Service Hub (or similar CRM system).

• Exceptional organizational time-management and follow-through skills
  

• Skilled at communicating clearly and professionally.
  

• Fluent in English verbal and written.
  

• High level of sensitivity with strong interpersonal and customer care skills
  

• Team player who can work both independently and collaboratively
  

• Strong desire to do meaningful work that creates positive change in the world
  

• Highly organized strong communicator and DEI advocate
  

• Ability to prioritize problem-solve and meet deadlines
  

IFS Institute is an Equal Opportunity Employer and does not discriminate based on any characteristic protected by local law.

If you require reasonable accommodation for any part of the application or hiring process due to a disability you may submit your request by sending an email and confirming your request for an accommodation and include the job number title and location to. This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by our U.S. IFS Institute HR Department who will provide assistance to ensure appropriate consideration in the application or hiring process.

Notice to Agency and Search Firm Representatives: IFS Institute is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any IFSI employee by a third-party agency and/or search firm without a valid written & signed search agreement will become the sole property of IFS Institute. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Required Experience:

Senior IC