CLIENT DELIVERY
Support and Operations Coordinator
First response on client issues across three continents of time zones. Triages, resolves or routes.
$2,500 to $4,000/mo
This role is hired in-house. We are not outsourcing it and we are not taking vendor proposals for it.
01 · What you own
- First response on client issues across three continents of time zones.
- Triage: resolve it, or route it to the right owner with context attached.
- The incident log: every issue, its cause, and whether it recurred.
- Response-time standards the rest of the team is held to.
02 · Your first 30/60/90 days
Own the incoming queue completely from week one. By the end of week two, deliver the incident taxonomy: what breaks most, why, and the three fixes that would remove the most volume.
03 · What we look for
- You have run front-line support for a technical product or service.
- You stay precise when three clients write at once.
- You write replies that close issues, not extend threads.
- You can show a time you fixed the process, not just the ticket.
04 · What this is not
- Not an engineering seat. You route technical fixes; you do not ship them.
- Not nine to five in one time zone. Coverage is the job.
05 · Where this leads
Head of Support and Operations as client volume grows, or lateral into account management.
06 · Leadership Is Earned, Not Assigned
Leadership at Black Swan Ventures Group is not a function of tenure, title, or sales performance. It is evaluated separately, continuously, and much more strictly than the job itself.
Being excellent at your job does not entitle you to lead people. A closer who breaks every record in the company has no more claim to a Head of Sales seat than someone who has never made a cold call, because the two jobs measure different things. One measures output. The other measures judgment, composure under pressure, and the ability to make other people better. An entry-level hire with strong emotional intelligence and zero sales experience has a real path to leadership. A top performer with poor judgment does not, no matter how much revenue they close.
If you're good at your job, you stay good at your job, and you get paid more for it. That is a complete outcome here, not a consolation prize.
Every employee has the right to choose who they report to, and the right to raise a dispute about leadership they believe is toxic or unfit. We do not tolerate toxic leadership in any form. If someone is highly skilled but cannot work productively under the standing leadership structure, they report directly to the founder until a fit is found, not to someone they cannot work with.
Leadership roles are held under more scrutiny than any other position in the company, not less. They can be lost. They are not permanent once granted.
07 · Who We Hire
We hire for skill and judgment, not background, age, gender, or neurotype. We are actively friendly to hiring people who are neurodivergent, including ADHD, autism, and other learning or attention differences, and to candidates who don't present as conventionally social in an interview. None of that is a disqualifier here, and in several of our functions it's a genuine advantage. Diverse teams across age, gender, background, and cognitive style build better companies. We built this hiring process to actually reflect that.
06 · Logistics
This role is timezone-flexible. Work when you work best.
Think this is you?
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Apply for Support and Operations Coordinator