Customer Operations Associate

Who We Are:
All Aware, powered by Alarm.com technology, is on a mission to help businesses gain greater visibility, control, and actionable insights into their operations through innovative connected solutions.

Customer Support & Operations Associate:
All Aware is seeking a motivated, adaptable, and customer-focused individual to support daily operations across customer support, sales assistance, and order fulfillment. This role is ideal for someone who is curious, resourceful, and passionate about delivering exceptional customer experiences in a collaborative, in-office startup environment. From resolving technical issues and supporting inbound sales inquiries to packing orders and contributing to internal projects, this position offers broad exposure to cross-functional business operations and hands-on training in Alarm.com-powered technology.

Customer Support Responsibilities:

• Provide exceptional customer support via phone, live chat, and email‑based support tickets for All Aware customers.
• Troubleshoot technical issues by being inquisitive, logical, and persistent in identifying root causes and effective solutions.
• Maintain a positive, proactive, and adaptable approach while delivering high‑quality customer service.
• Identify recurring issues or common questions and assist with creating Help Center and support documentation to improve self‑service resources.
• Share knowledge and collaborate with internal teams through documentation, training, testing, and ongoing learning to continuously improve service quality and the overall customer experience.

Sales Assistance Responsibilities:

• Assist with inbound sales inquiries from prospective and existing customers via phone, chat, and email.
• Assist with outbound follow‑ups to remain engaged with leads and support the overall sales process.
• Work closely with the Sales Lead to educate customers on All Aware’s products and services and help identify solutions that best meet customer needs.
• Assist the sales process by documenting interactions, maintaining accurate customer information, and coordinating next steps.
• Capture and communicate customer feedback and feature requests to help inform product development.

Fulfillment Responsibilities:

• Assist with daily order fulfillment, including accurately packing and shipping customer orders.
• Participate in inventory management working alongside experienced team members.
• Maintain organized fulfillment and storage areas to support efficient operations.
• Contribute to improvements in fulfillment processes as order volume and operations scale.
• Participate in end-of-month inventory reporting and other operational reporting as needed.

Miscellaneous Projects & Customer Advocacy:

• Assist with special projects that support operational efficiency and business growth.
• Serve as the voice of the customer, sharing insights and trends to help inform product roadmaps and improvements.
• Assist in product and feature testing to evaluate customer experience (no technical background required).
• Provide quality‑assurance feedback on customer‑facing tools and website experiences.
• Advocate for a customer-first mindset, safeguarding customer experience in anything users see or interact with.
• Contribute ideas and feedback to help elevate the team and improve processes.
• Help manage office organization, supplies, equipment, and incoming or outgoing shipments.
• Serve as a reliable, hands‑on team member in a collaborative, in-office startup environment, where flexibility and initiative are valued.
• Perform additional operational tasks as needed to support the overall success of the All Aware office.
• Other Duties as Assigned. 

Training & Professional Development:

In this role, you will receive hands‑on training and gain experience in:

• Alarm.com‑powered technology and platforms, and how connected systems support real‑world business operations.
• How emerging technologies help businesses gain visibility, control, and actionable insights into their operations.
• All Aware’s products, services, and supported devices through structured training and hands‑on testing.
• Best practices for customer experience, remote technical support, and problem‑solving.
• Cross‑functional business operations, including exposure to sales assistance, fulfillment, and internal workflows as the company grows.

Requirements & Qualificat