Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Harvey is hiring a full-time, remote contractor to run day-to-day support for our internal travel and expense program. You'll be the first responder in our Slack ticket channels, helping employees with questions about Navan (travel) and Ramp (expense). This is a high-volume, service-oriented role — success means fast, accurate, friendly answers that keep the queue clear.
Position Summary:As a User Operations Specialist, you will be the frontline support within the User Operations team, reporting to the User Operations Manager. Your role is crucial in providing empathetic and efficient support to our customers. We are seeking someone who loves problem-solving, is adept at handling multiple priorities, and is passionate about working with enterprise customers to ensure a seamless support experience.
Key Responsibilities
- Monitor Slack ticket channels throughout the day and respond to employee inquiries about Navan and Ramp
- Troubleshoot common issues: booking changes, expense submissions, receipt/memo requirements, card declines, reimbursements, policy questions
- Escalate platform bugs or policy exceptions to the right owner (Finance, Ops, or the vendor)
- Track recurring questions and flag documentation or policy gaps
- Meet response-time expectations and keep tickets resolved, not just answered
Qualifications & Skills
- 1–3 years in a support, helpdesk, T&E, or finance-ops role
- Hands-on experience with Navan, Ramp, or comparable platforms (Concur, Expensify, Brex, TravelPerk)
- Clear, concise written communication — you'll live in Slack
- Patient, service-minded, and comfortable saying "no" politely when policy requires it
- Self-directed; able to manage a queue without supervision
Skills Required
- 1-3 years of experience in support, helpdesk, travel and entertainment, or finance operations
- Hands-on experience with Navan, Ramp, or comparable platforms such as Concur, Expensify, Brex, or TravelPerk
- Clear and concise written communication
- Patient and service-minded approach
- Ability to manage multiple priorities and a support queue independently
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
