Job Title: Customer Operations Specialist Position Type: Full-Time, Remote Working Hours: U.S. Business Hours About the Role We are hiring a highly detail-oriented and execution-driven Customer Operations Specialist to take full ownership of contract lifecycle management across a large customer portfolio. This role is responsible for ensuring that all customer agreements are accurate, executed, properly documented, and aligned with billing and recurring revenue. You will act as the internal owner of contract data, proactively driving contract completion, maintaining system accuracy, and reducing operational and financial risk. This is not a passive administrative role. It requires high ownership, consistent outreach, strong attention to detail, and the ability to manage contract execution at scale. What You’ll Own Contract Ownership & Data Accuracy - Own and manage all customer contracts across the portfolio - Maintain a clear source of truth for contract status, terms, and coverage - Ensure all contract records are accurate, complete, and up to date - Organize and maintain structured contract storage systems (e.g., Google Drive) Contract Tracking & System Management - Maintain and continuously update the master contract tracking sheet - Track contract terms (e.g., duration, renewal dates, special conditions) - Clean and maintain accurate records by removing inactive accounts - Prepare and structure contract data for CRM (Salesforce) accuracy Contract Outreach & Execution - Identify customers without valid contracts and prioritize outreach - Conduct daily outreach via phone and email to drive contract completion - Clearly communicate contract terms, pricing structures, and value - Send agreements via DocuSign and track them through to completion - Maintain consistent follow-ups to ensure contract closure CRM & Revenue Alignment (Salesforce) - Update contract-related data and RMR (Recurring Monthly Revenue) in Salesforce - Log all updates, activities, and changes in the system for audit purposes - Use contract interactions to validate and improve customer data accuracy DocuSign & Agreement Management - Create, send, and manage agreements for new services and account updates - Ensure all documents are properly executed and stored - Manage account transfers and ensure proper documentation and compliance AutoPay & Compliance Tracking - Ensure AutoPay enrollment for all applicable contracts - Document exceptions and apply necessary adjustments as required Collections Support (Partial Responsibility) - Conduct daily collections outreach for assigned accounts - Log all activities and maintain accurate tracking in CRM Reporting & Performance Tracking - Provide daily reporting on outreach activity, contracts sent/signed, and updates - Maintain visibility into contract coverage progress and performance metrics - Track and report improvements in contract completion rates Process Improvement & Optimization - Identify recurring issues and recommend improvements to workflows and systems - Contribute to refining scripts, templates, and outreach strategies - Improve operational efficiency and contract adoption rates over time Must-Have Experience & Skills (Non-Negotiables) - 2–4+ years of experience in contract administration, operations, billing, or customer support roles - Proven experience managing high-volume administrative or outreach-driven workflows - Hands-on experience with CRM systems (Salesforce or similar) - Experience using DocuSign or similar e-signature platforms - Strong proficiency in Google Sheets or Excel for tracking and reporting - High attention to detail with strong accuracy in data management - Strong written and verbal communication skills (customer-facing) - Comfortable handling outbound calls, follow-ups, and objection handling - Ability to manage multiple workflows simultaneously with strong organization Key Metrics for Success - Increase in percentage of customers with signed contracts - Accuracy and completeness of contract data across systems - Daily outreach activity and contract execution volume - Timely and accurate updates in Salesforce - AutoPay enrollment rate on new agreements - Quality and consistency of daily reporting Interview Process - Initial Screening Call - Recruiter Interview - Final Interview - Offer & Onboarding

Job Title: Customer Operations Specialist Position Type: Full-Time, Remote Working Hours: U.S. Business Hours About the Role We are hiring a highly detail-oriented and execution-driven Customer Operations Specialist to take full ownership of contract lifecycle management across a large customer portfolio. This role is responsible for ensuring that all customer agreements are accurate, executed, properly documented, and aligned with billing and recurring revenue. You will act as the internal owner of contract data, proactively driving contract completion, maintaining system accuracy, and reducing operational and financial risk. This is not a passive administrative role. It requires high ownership, consistent outreach, strong attention to detail, and the ability to manage contract execution at scale. What You’ll Own Contract Ownership & Data Accuracy - Own and manage all customer contracts across the portfolio - Maintain a clear source of truth for contract status, terms, and coverage - Ensure all contract records are accurate, complete, and up to date - Organize and maintain structured contract storage systems (e.g., Google Drive) Contract Tracking & System Management - Maintain and continuously update the master contract tracking sheet - Track contract terms (e.g., duration, renewal dates, special conditions) - Clean and maintain accurate records by removing inactive accounts - Prepare and structure contract data for CRM (Salesforce) accuracy Contract Outreach & Execution - Identify customers without valid contracts and prioritize outreach - Conduct daily outreach via phone and email to drive contract completion - Clearly communicate contract terms, pricing structures, and value - Send agreements via DocuSign and track them through to completion - Maintain consistent follow-ups to ensure contract closure CRM & Revenue Alignment (Salesforce) - Update contract-related data and RMR (Recurring Monthly Revenue) in Salesforce - Log all updates, activities, and changes in the system for audit purposes - Use contract interactions to validate and improve customer data accuracy DocuSign & Agreement Management - Create, send, and manage agreements for new services and account updates - Ensure all documents are properly executed and stored - Manage account transfers and ensure proper documentation and compliance AutoPay & Compliance Tracking - Ensure AutoPay enrollment for all applicable contracts - Document exceptions and apply necessary adjustments as required Collections Support (Partial Responsibility) - Conduct daily collections outreach for assigned accounts - Log all activities and maintain accurate tracking in CRM Reporting & Performance Tracking - Provide daily reporting on outreach activity, contracts sent/signed, and updates - Maintain visibility into contract coverage progress and performance metrics - Track and report improvements in contract completion rates Process Improvement & Optimization - Identify recurring issues and recommend improvements to workflows and systems - Contribute to refining scripts, templates, and outreach strategies - Improve operational efficiency and contract adoption rates over time Must-Have Experience & Skills (Non-Negotiables) - 2–4+ years of experience in contract administration, operations, billing, or customer support roles - Proven experience managing high-volume administrative or outreach-driven workflows - Hands-on experience with CRM systems (Salesforce or similar) - Experience using DocuSign or similar e-signature platforms - Strong proficiency in Google Sheets or Excel for tracking and reporting - High attention to detail with strong accuracy in data management - Strong written and verbal communication skills (customer-facing) - Comfortable handling outbound calls, follow-ups, and objection handling - Ability to manage multiple workflows simultaneously with strong organization Key Metrics for Success - Increase in percentage of customers with signed contracts - Accuracy and completeness of contract data across systems - Daily outreach activity and contract execution volume - Timely and accurate updates in Salesforce - AutoPay enrollment rate on new agreements - Quality and consistency of daily reporting Interview Process - Initial Screening Call - Recruiter Interview - Final Interview - Offer & Onboarding

• Manage and monitor client fleet-related KPIs (consumption, telematics, fines management, claims, maintenance); • Provide support to clients on all fleet-related matters; • Liaise with internal teams and address client requests; • Contract management; • Preparation of reports and operational KPIs; • Client relationship management; • Ensure availability of the leased fleet.

Today, 67% of students and 82% of low-income students can’t read at grade level by the end of third grade. That’s when students are supposed to go from learning to read to reading to learn. It’s America’s number one education crisis and we know how to fix it. Ignite Reading delivers one-to-one virtual tutoring that teaches every student the foundational skills they need to become a confident, fluent reader. We pair students who need extra support with expert reading tutors who provide daily, 15-minute, Science of Reading-based instruction that rapidly closes their decoding gaps. We focus on the foundational reading skills—phonics, phonemic awareness, and sight words—kids need to master so they can decode a sentence. Students in Ignite Reading’s program achieve over 2 weeks of reading skills growth per week of instruction, and notably all students achieve the same outstanding results including students with IEPs, multilingual learners, students of color and those receiving free or reduced-price lunch. Ignite Reading is a mission-driven public benefit corporation. We believe we can do well for our team members and shareholders while we solve one of the nation’s biggest challenges. We believe we will be more successful with a diverse team and are seeking candidates who have lived experience related to social justice, diversity, equity, and inclusion. Your Role The HubSpot Operations Contractor will support HubSpot maintenance, data integrity, and internal support requests during a temporary coverage period. Reporting to the Manager, HubSpot CRM, you will serve as the first point of contact for internal HubSpot questions, maintain data quality, support workflow upkeep, and assist with documentation and reporting. This is a contract role lasting 8 weeks, capped at 30 hours per week. We cannot consider applicants in CA, IL, IA, MT, NH, ND, SD, or DC at this time. Responsibilities Tier 1 HubSpot Support for Internal Team Members - Create and update reports, lists, and properties as requested by team members. - Answer general user questions related to HubSpot usage and best practices. - Escalate complex issues to the Manager, HubSpot CRM. Ongoing Data Cleanup and Maintenance - Export, analyze, and update records as needed to maintain data accuracy. - Perform routine data checks to improve overall data quality within HubSpot. Workflow and System Upkeep - Review workflows with errors and support troubleshooting and fixes. - Identify opportunities to improve existing processes and operational efficiency. Documentation and Reporting Support - Maintain basic documentation of updates and changes made within HubSpot. - Create or update reports and dashboards as needed. Required Qualifications - 2+ years of hands-on experience with HubSpot, including customization, administration, and day-to-day operations. - Strong understanding of CRM data management, workflows, and system integrations, ensuring data accuracy and integrity. - Experience with HubSpot reporting, list building, and property management. - Excellent communication skills for coordinating with internal teams and providing user support. - Problem-solving abilities to address technical issues and optimize system performance. - Ability to work independently in a fast-paced, remote environment. - Proven ability to quickly build meaningful relationships and interact well with a range of people from diverse backgrounds. Required HubSpot Certifications The following HubSpot certifications are required for this role and must be current and up to date. Proof of certification must be provided prior to engagement. - HubSpot Sales Hub Certification - HubSpot Service Hub Certification - HubSpot Reporting Certification Contract Terms - Duration: 2 months / 8 weeks - Weekly Hours: Up to 30 hours per week - Hourly Rate: $40 - Total Budget: Not to exceed $9,600 for the duration of the contract - Hours exceeding the weekly cap or work outside of scope must receive prior written approval from Ignite Reading. Transparent Compensation At Ignite Reading, we embrace transparent compensation to promote fairness and equity. This contract is capped at $9,600 across the 8-week engagement, based on a maximum of 30 hours per week. The same role receives the same compensation, with no negotiation. We believe in building and fostering a diverse and inclusive workplace environment. We are proud to be an equal opportunity employer where all applicants are considered for employment without attention to color, religion, sexual orientation, gender identity, national origin, veteran or disability status. Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you’re interested! We are seeking candidates who have lived experience related to social justice, diversity, equity, and inclusion. We are a virtual organization with headquarters in the California Bay Area.