G7/16 WWM O - Customer Service Operations Specialist

Real opportunities. Real impact. Your career, redefined.

(NOTE: A human reviews every application at Oceans, so please apply for only one position and only once a year—if you're a better fit for another role, we’ll route your application accordingly and if we’re not quite ready for you, we’ll reach back out later).

At Oceans, we believe that talent knows no boundaries. That’s why we connect the best and brightest professionals with career-defining opportunities that challenge, inspire, and accelerate their career growth. Our community, whom we call Divers, don’t just work—they dive deep, solve complex challenges, and make a real impact with global industry leaders. And in doing so, they don’t just support bold ideas - they expand their skills, broaden their expertise, and grow their careers.

We’re hiring a CS Operations Specialist to partner with our client, a leading platform serving independent authors and publishers. This is an ideal role for someone who thrives in a fast-paced environment, enjoys customer interaction, and wants hands-on exposure to marketing operations, email campaigns, and ad management.

Accountability

As a CS Operations Specialist, your success will be defined by your ability to execute daily tasks with speed, accuracy, and professionalism. From building email campaigns to supporting authors and monitoring ad performance, your work will directly impact the experience of both readers and authors across the client’s business ecosystem. Here’s how you’ll make an impact:

Customer Support & Communication

• Respond to author and publisher queries via email and live chat with clarity, professionalism, and warmth.
• Troubleshoot customer issues and escalate complex cases to internal team leads when needed.
• Maintain a high bar for service and consistency during weekend operations.

Campaign Execution & Ad Management

• Build and send weekly audiobook deal emails for Audio Thicket using internal templates and tools.
• Launch and monitor daily Facebook and Amazon ad campaigns for Reader Reach, adjusting creative and spend as required.
• Track ad performance and flag underperforming assets or technical issues early.
  

Inventory & Operations Support

• Maintain accurate ad inventory by updating listings, entering metadata, and processing payments.
• Ensure submitted books meet editorial standards and contain accurate promotional information.
• Run ad hoc analyses and support team members with operations insights and improvements.

Colleagues

You’ll work closely with the internal operations and marketing teams at our client’s business and collaborate with fellow specialists across time zones.

At Oceans, you’ll also receive guidance and support from our Operations Manager, who will help you succeed in the role and ensure that you’re continuously growing and developing in your career.

Skills & Qualifications

At Oceans, we believe in T-shaped individuals—those who bring deep expertise in one area, paired with broad curiosity and interests. As a CS Operations Specialist, your vertical focus will be on daily operations, campaign execution, and customer support, while your horizontal range may include interest in digital marketing, publishing, eCommerce, or web platforms.

To excel in this role, you should have:

• Language Skills: Professional fluency in English, with strong writing, editing, and email communication skills
• Customer Focus: A service-first mindset, with the ability to respond quickly and effectively to customer needs
• Digital Fluency: Comfort using online platforms and tools such as WordPress, ad dashboards, or campaign builders
• Efficiency: A reputation for staying organized, catching errors, and getting things done accurately and on time
• Weekend Availability: This role requires shifts on both Saturday and Sunday, plus three weekdays of your choice (Monday to Friday)
• Ownership: You can manage tasks independently, stay on top of deadlines, and take pride in your attention to detail

Diversity of experience is core to Oceans. You are expected to work inclusively with individuals from a variety of backgrounds, ensuring that both personal and collective dignity are supported.

During the interview process, you’ll have the opportunity to showcase your skills in the following areas:

• Customer Support: How do you respond to client or author concerns with professionalism and empathy?
• Ad Execution: Have you worked with social media or Amazon ads before? What’s your process for reviewing performance?
• Task Management: How do you stay organized when handling multiple campaigns or customer tickets?
• Writing & Editing: Can you maintain clear, error-free copy across emails, dashboards, and customer communications?
• Tech Agility: Are you comfortable learning and navigating web platforms like WordPress, Airtable, or ad managers?

Role Specifications

This is a remote role, where you will be expected to work a split shift with some overlap with our client’s time zone. You will, however, be expected to be present for in-person training programs during your first 90 days with us. During the offer process, we’ll share more information about our benefits and compensation philosophy, considering both market trends and individual factors.

About Oceans

At Oceans, we build remote teams that connect the world’s top 1% of talent with visionary leaders. With us, you’re not just doing a job—you’re redefining your career with opportunities designed to unlock your potential. We welcome the chance to discuss the complementary parts of our business during your interview process and encourage questions about where we are and where we are going.