Customer Operations Specialist

Job Description

Customer Operations Specialist (Contracts, Salesforce & DocuSign) – Remote

Contract Management | Salesforce | DocuSign | Customer Operations

Position Type: Full-Time, Remote

Working Hours: U.S. Business Hours

About the Role

At Pavago, we’re hiring on behalf of one of our clients for a Customer Operations Specialist to own contract lifecycle management, contract execution, CRM accuracy, and customer operational workflows across a large customer portfolio.

This is an execution-focused role where you’ll be responsible for:

• Contract lifecycle management
• Contract execution and follow-ups
• Salesforce CRM management
• Customer communication
• Revenue operations support

You’ll play a key role in ensuring contracts are completed accurately and on time while maintaining clean CRM data and supporting recurring revenue operations.

If you thrive in structured, detail-oriented, high-volume environments and enjoy seeing projects through to completion, this role is a strong fit.

What You’ll Own

Contract Management & Execution

• Own customer contracts from initiation through execution.

• Maintain accurate records of:

  • Contract status
  • Contract terms
  • Coverage details
  • Customer account information

• Ensure all documentation is complete, accurate, and audit-ready.

• Maintain organized contract storage and documentation.

Contract Tracking & CRM Management

• Manage contract trackers using:

  • Google Sheets
  • Microsoft Excel

• Monitor:

  • Renewal dates
  • Contract terms
  • Account status
  • Special contract conditions

• Remove inactive records and maintain data accuracy.

• Update Salesforce with current contract information.

Customer Outreach & Follow-Up

• Identify customers requiring signed agreements.

• Conduct outbound outreach through:

  • Phone calls
  • Email

• Explain:

  • Pricing
  • Service terms
  • Agreement details

• Send contracts using DocuSign.

• Follow up consistently until agreements are fully executed.

Salesforce & Revenue Operations

• Maintain accurate contract and customer records within Salesforce.
• Update recurring monthly revenue (RMR) information.
• Record all customer communications and activities.
• Ensure CRM data remains clean and reliable.

Documentation & Compliance

• Prepare agreements for:

  • New services
  • Account updates
  • Transfers

• Ensure documentation is:

  • Properly executed
  • Securely stored
  • Fully compliant

• Support account transfers and operational documentation.

Billing & Collections Support

• Support AutoPay enrollment where applicable.
• Track exceptions and required updates.
• Follow up on overdue accounts when needed.
• Log collection activity within Salesforce.

Reporting & Process Improvement

• Prepare daily reports covering:

  • Outreach activity
  • Contracts sent
  • Contracts completed
  • Progress toward coverage goals

• Identify workflow improvements to increase efficiency.

• Improve:

  • Templates
  • Outreach processes
  • Tracking systems
  • Contract workflows

Requirements

Must-Have Qualifications

• 2–4 years of experience in:

  • Contract Administration
  • Customer Operations
  • Billing Operations
  • Customer Support
  • Operations Coordination

• Hands-on experience with:

  • Salesforce (or similar CRM)
  • DocuSign

• Strong proficiency with:

  • Google Sheets
  • Microsoft Excel

• Excellent written and verbal English communication skills.

• Comfortable conducting:

  • Outbound calls
  • Customer follow-ups
  • Objection handling

• Strong organizational skills with exceptional attention to detail.

• Ability to manage multiple priorities in a remote environment.

Nice to Have

• Experience working with:

  • Recurring Monthly Revenue (RMR)
  • Billing operations
  • Collections

• Experience in:

  • SaaS
  • Subscription businesses
  • Service-based companies

• Exposure to high-volume contract management environments.

What Makes You a Strong Fit

• You take ownership and follow tasks through to completion.
• You are highly organized and detail-oriented.
• You communicate professionally and confidently.
• You enjoy structured operational work.
• You can balance customer communication with administrative responsibilities.
• You proactively identify opportunities to improve processes.

What a Typical Day Looks Like

• Review contract trackers and prioritize customer outreach.
• Contact customers via phone and email.
• Send agreements through DocuSign.
• Follow up on outstanding contracts.
• Update Salesforce records.
• Maintain accurate documentation.
• Prepare operational reports and progress updates.

In short: You ensure customer contracts are accurate, complete, fully executed, and properly maintained while supporting efficient customer operations and revenue processes.

Key Metrics for Success (KPIs)

• Customer contract completion rate
• Contract data accuracy
• Daily outreach activity
• Contract turnaround time
• Salesforce data quality
• AutoPay enrollment rate
• Reporting accuracy and consistency

Why Join Us?

• High-impact role supporting customer operations and revenue accuracy.

• Strong ownership across contract management and CRM operations.

• Opportunity to improve operational systems and workflows.

• Fully remote role with measurable performance and growth opportunities.

• Career progression into:

  • Customer Operations Manager
  • Revenue Operations
  • Contract Administration Lead
  • Operations Manager

Interview Process

1. Initial Screening Call
2. Recruiter Interview
3. Final Interview
4. Offer & Onboarding

What Happens After You Apply

Right after you apply, you’ll receive an email invitation from Spark Hire to record your Intro Video. This short, self-recorded video is the final step that completes your application and can be recorded whenever it’s convenient for you.

Instead of repeating yourself across multiple screening calls, you’ll introduce yourself once, and your video will be shared with the hiring team. This helps hiring managers evaluate your communication style early, making future interviews more meaningful and reducing unnecessary interview rounds.

Don’t overthink it—you can record your video as many times as you’d like before submitting it. Only your final submission will be reviewed.

Please keep an eye on both your inbox and spam folder for your Spark Hire invitation after submitting your application.

Apply Now

If you’re someone who values accuracy, follows through consistently, and enjoys keeping customer operations organized and efficient, we’d love to hear from you. Apply today and help deliver an exceptional customer experience through operational excellence.