Be the Team's Deepest Problem-Solver

Every ops floor needs a small number of people who can be handed the hardest problem in the queue and trusted to get it right — balancing cost, speed, and customer impact without defaulting to escalation. As an Operations Specialist III, you're that person for your team.

You resolve what OS I and OS II can't, you help the team solve it themselves next time, and you understand the business well enough to make the close calls — which carrier, which cost, which tradeoff — that protect both service quality and margin. For the rare issue that needs to be fielded by someone supporting Ops leadership and account managers directly, you know when to bring in an Ops Expert.

What You'll Do

Must be able to perform all responsibilities included in the Operations Specialist II job description, in addition to the following:

Resolve the Hardest Escalations

• Independently resolve all escalated issues using available resources with minimal to no assistance
• Assist in resolving team member escalations and questions
• Anticipate problems before they surface and act early

Make the Margin and Cost Tradeoffs

• Understand margin versus total cost for an order and apply that knowledge to additional charge approvals
• Balance speed, cost, and customer impact when making big-picture decisions, without defaulting to escalation (e.g., choosing a carrier based on service reliability and error-rate history rather than the fastest or cheapest option alone)
• Maintain deep, practiced knowledge of the trade, regulatory, and compliance requirements relevant to your assigned sector

Set the Standard for the Team

• Serve as the go-to resource on sector-specific process nuance and edge cases within the team
• Flag SOP gaps and suggest improvements to your supervisor based on frontline experience
• Uphold team expectations by leading through example
• Maintain any certifications required for your assigned sector and stay current on related compliance requirements; assist teammates with related questions

Maintain a Balanced Level of Performance

As an OS III, you'll be expected to maintain minimal to no errors or service failures, make sound decisions under pressure, and meet the customer service standards appropriate for this level. Specific metrics vary by sector and will be communicated by your direct reporting supervisor.

Requirements

• Demonstrated success as an Operations Specialist II, or equivalent experience independently resolving complex, time-critical logistics escalations
• Working knowledge of margin and cost tradeoffs, and comfort applying that knowledge to real-time approval decisions
• Deep, near-expert familiarity with the trade, regulatory, and compliance requirements relevant to your sector
• Track record of coaching or supporting less-tenured teammates through difficult issues
• Sound judgment under pressure, with a track record of getting ahead of problems rather than reacting to them
• Willingness to obtain additional certifications, where applicable within your sector
• Available for 2 weeks of training in person on-site in our Carlsbad, CA headquarters

Advancement to Ops Expert

Ops Expert is a step up in scope, not just tenure: it moves from executing within your sector to being the escalation point leadership and account managers turn to directly, with elevated coaching and live-operations responsibility. To advance, you'll need to demonstrate all of the following:

• Minimum of 9-12 months in the OS III role
• Consistently meeting or exceeding OS III performance standards, tracked through ongoing 1:1 check-ins and confirmed across two consecutive Semi-Annual Reviews (SARs)
• Demonstrated ability to guide teammates in real time — catching and correcting issues as they happen, not just after the fact
• Working familiarity with monitoring and resourcing tools (e.g., Zendesk, Twilio, live dashboards) beyond your own queue
• Willingness to obtain additional certifications required for the Expert tier, where applicable, in addition to your existing sector certifications
• Manager recommendation, confirming readiness to operate as the sector's top escalation resource and take on informal team-leadership responsibility

Compensation

• Hourly pay range: $26-30/hr
• High-quality health, vision, and dental care plan options
• 401K company contribution program
• Professional learning and training reimbursements

Be Your Sector's Highest-Level Resource

Every escalation eventually reaches someone who's seen it before — who can look at a complex shipment, an account-level curveball, or a live volume spike and know exactly what to do. As an Ops Expert, you're that person for your sector.

You've mastered your sector as an Operations Specialist III. Now the job expands: you're the person leadership and account managers turn to when an escalation in your sector needs an answer — not another link in the chain — and a real-time coach for teammates in the middle of a live issue.

What You'll Do

Must be able to perform all responsibilities included in the Operations Specialist III job description, in addition to the following:

Resolve What Escalates Beyond the Team

• Independently resolve all escalated issues, including those surfaced by teammates, account managers, and leadership
• Serve as a key knowledge point for complex shipments and situations within your sector
• Contribute reference and knowledge to teammates and leadership to support account-level improvements

Coach and Lead in Real Time

• Guide teammates in real time when errors or issues occur, not retroactively
• Lead a remote team through live volume fluctuations and customer encounters
• Evaluate process adherence and flag live training opportunities within your team
• Identify team training gaps and partner with supervisors to address them
• Support prioritization and workload balancing within your sector assignment

Monitor and Allocate Live Operations

• Monitor core service and communication platforms (e.g., ticketing, calling, live dashboards) and allocate team resources appropriately
• Monitor on-shift team activity and process adherence across those same platforms
• Monitor high-visibility and swarm-level orders and processes
• Leverage all available training, informational, and departmental resources to inform decisions

Operate the Airspace Platform at the Expert Level

• Maintain any additional certifications required for the Expert tier and remain current on related requirements; answer related questions from teammates
• Quote and source coverage for specialized transport requests (e.g., on-board courier, charter) as needed
• Identify gaps in process and propose alternative solutions in partnership with your supervisor or manager
• Provide world-class customer service through proactive, thorough verbal and written communication

Maintain a Balanced Level of Performance

As an Ops Expert, you'll be expected to meet minimum metric requirements and customer service standards appropriate for this level. Specific metrics vary by sector and will be communicated by your direct reporting manager.

Requirements

• Demonstrated success as an Operations Specialist III, or equivalent experience serving as a team's top escalation resource
• Deep, expert-level mastery of your assigned sector's processes, escalation patterns, and edge cases
• Proven ability to coach and guide teammates in the moment, not just after the fact
• Experience monitoring live queues and reallocating resources under shifting volume
• Comfort interfacing directly with account managers and leadership on complex or escalated situations
• Track record of identifying process gaps and proposing solutions, rather than just flagging problems
• Any additional certifications required for the Expert tier, where applicable
• Available for 2 weeks of training in person on-site in our Carlsbad, CA headquarters

Compensation

• Hourly pay range: $27-40/hr
• High-quality health, vision, and dental care plan options
• 401K company contribution program
• Professional learning and training reimbursements

Set the Foundation for Time-Critical Order Execution

Airspace moves the shipments that can't be late — for hospitals waiting on an organ, a grounded aircraft waiting on a part, or a production line waiting on a component. As an Operations Specialist I, you're one of the first people to touch a new order, and how well you set it up determines whether everything downstream goes smoothly.

This is where every Airspace Operations career starts. You'll learn the platform, the players (customers, Commanders, and agent service providers), and the judgment calls that come with time-critical logistics. The role is deliberately structured to build your foundation fast, so that by the time you're ready to advance, the fundamentals are second nature.

What You'll Do

Operate the Airspace Platform

• Set up new orders by adhering to standard work practices and client-specific SOP instructions
• Apply transit accessorials (e.g., wait time, parking, tolls) in PT as reported — for charges that are not auto-generated by the system
• Navigate and interpret carrier booking and tracking systems relevant to the order
• Accurately confirm job milestones are completed correctly and on time
• Rapidly move between competing priorities without losing accuracy

Solve Problems as They Arise

• Source driver coverage for any segment of an order
• Use situational awareness to request or deny additional driver incentives when necessary
• Update, manage, and/or change shipment documentation as needed
• Apply training and tenured knowledge to find solutions to common or uncommon issues
• Follow escalation procedures and guidance from senior team members when a situation exceeds your judgment

Keep Customers Informed

• Professionally relay delays, issues, and updates through verbal and written communication
• Anticipate disruptions (weather, traffic, carrier delays) and proactively offer alternatives to meet or beat required delivery times
• Place orders on behalf of customers who are unable to use the online portal

Stay Responsive Across Channels

• Timely acknowledgment and action on all email, phone, and text requests
• Consistently meet minimum metric expectations for phone availability and acceptance
• Proper use of phone statuses; adherence to All Hands on Deck and Off-Phones guidelines
• Stay independently informed by reviewing all communications provided throughout company platforms

Maintain a Balanced Level of Performance

As an OS I, you'll be expected to meet minimum metric requirements and customer service standards appropriate for an entry-level position. Specific metrics vary by sector and will be communicated by your direct reporting supervisor. Expectations increase with each advancement.

Requirements

• Prior logistics experience preferred, but not required — we'll train you on the platform, the workflows, and the judgment calls
• Strong written and verbal communication skills; comfortable on the phone with customers under time pressure
• High attention to detail — small errors in time-critical logistics have outsized consequences
• Ability to multitask and shift rapidly between competing priorities
• Comfortable following structured processes while also using judgment when a situation falls outside the standard playbook
• Willingness to obtain any certifications required for your assigned sector (e.g., Dangerous Goods handling, where applicable)
• Available to work the shift pattern required by your team, including some evenings, weekends, or holidays as the network requires
• Available for 2 weeks of training in person on-site in our Carlsbad, CA headquarters

Advancement to Operations Specialist II

Advancement is a gate, not a timeline — tenure alone doesn't move you forward. To advance to OS II, you'll need to demonstrate all of the following:

• Minimum of 6 months in the OS I role
• Consistently meeting or exceeding OS I performance standards, tracked through ongoing 1:1 check-ins and confirmed at your first structured Semi-Annual Review (SAR)
• Demonstrated proficiency across all OS I responsibilities with minimal supervision
• Manager recommendation, confirming readiness to independently own the additional judgment calls required at OS II

Your First 90 Days

Get fluent in the Airspace platform, order lifecycle, and the standard work practices that keep time-critical shipments on track. Build working relationships with your team, your supervisor, and the Commanders and agent partners you'll coordinate with daily. By day 90, you should be handling the full OS I workload independently, with escalation as your safety net rather than your default.

Compensation

• Hourly pay range: $20-23/hr
• High-quality health, vision, and dental care plan options
• 401K company contribution program
• Professional learning and training reimbursements

Own the Judgment Calls That Keep Orders Moving

Every shipment eventually hits a moment that isn't in the SOP — a failed carrier connection, an oversized load with no obvious coverage, a customer who needs a straight answer under pressure. As an Operations Specialist II, you're the person who resolves that moment without waiting for someone else to tell you how.

You've mastered the OS I fundamentals and are now trusted to act on incomplete information, source coverage other people can't, and de-escalate situations independently. This is where reactive execution starts becoming proactive ownership.

What You'll Do

Must be able to perform all responsibilities included in the Operations Specialist I job description, in addition to the following:

Resolve What Doesn't Fit the Standard Playbook

• Independently start carrier traces for failed-to-load or unable-to-locate shipments
• Source driver coverage for any segment of an order, including oversized shipments
• Use bid/quote request tools to source specialized vehicles and provide cost estimates to customers
• Apply training and tenured knowledge to anticipate complications and proactively solve for them

Exercise Independent Judgment

• De-escalate most situations without assistance
• Know when to escalate an order versus independently resolving it using available resources
• Understand the downstream impact of decisions made within an order

Communicate Proactively and Strengthen the Platform

• Communicate proactively — not just reactively — with customers, drivers, and agents at every step of the shipment process
• Maintain any certifications required for your assigned sector and stay current on related compliance requirements
• Identify and suggest system features or workflow improvements that would help Operations

Maintain a Balanced Level of Performance

As an OS II, you'll be expected to meet minimum metric requirements and customer service standards appropriate for this level. Specific metrics vary by sector and will be communicated by your direct reporting supervisor. Expectations increase with each advancement.

Requirements

• Demonstrated success as an Operations Specialist I, or equivalent time-critical logistics / customer operations experience
• Proven ability to make sound decisions with incomplete information and under time pressure
• Track record of de-escalating difficult customer or operational situations without needing to hand it off
• Comfort sourcing non-standard solutions (specialized vehicles, oversized loads) rather than defaulting to escalation
• Any certifications required for your assigned sector (e.g., Dangerous Goods handling, where applicable), or willingness to obtain them
• Continued availability to work the shift pattern required by your team
• Available for 2 weeks of training in person on-site in our Carlsbad, CA headquarters

Advancement to Operations Specialist III

To advance to OS III, you'll need to demonstrate all of the following:

• Minimum of 6-12 months in the OS II role
• Consistently meeting or exceeding OS II performance standards, tracked through ongoing 1:1 check-ins and confirmed across two consecutive Semi-Annual Reviews (SARs)
• Demonstrated advanced problem-solving proficiency — independently resolving escalations rather than routing them upward
• Working understanding of margin and cost tradeoffs as they relate to order decisions
• Manager recommendation, confirming readiness to operate as an escalation point for the team

Compensation

• Hourly pay range: $23-26/hr
• High-quality health, vision, and dental care plan options
• 401K company contribution program
• Professional learning and training reimbursements

An Introduction to Primer

Primer is the unified infrastructure for global payments. We give finance and payments teams the visibility and control to reduce complexity, improve performance, and capture more revenue - all from a single platform.

Backed by Sofina, Peak XV Partners, ICONIQ, Tencent, Accel, and Balderton, we're building the payments layer the world's best companies rely on.

Watch our showcase >

Read up on our $100m Series C

Learn more about our culture >

🔍 What will you be doing?

• You'll generate high quality sales opportunities for our BDM's, within a specific set of target accounts through proactive outbound business development activities

• Expertly guiding leads through the initial stages of the sales process

• Booking outbound meetings using a multi-channel approach such as cold calls, emails, social outreach and video prospecting

• Conduct market research to identify potential new customers

• Creatively finding ways that engages with our ICP

👀 What we’d love to see:

• A self-starter who spots opportunities and runs with them, rather than waiting for direction.

• Confident sharing your ideas, learnings, and experiments. Even when they’re still rough.

• Comfortable picking up the phone, jumping into new conversations, and finding creative ways to open doors.

• Curious and thoughtful in how you approach prospects. Always looking to understand, not just pitch.

• A collaborative communicator who contributes to team thinking and keeps momentum high.

• Motivated by growth, feedback, and the thrill of making things happen in a fast-moving environment.

🚫 You may not like it here if:

• You enjoy working in an office-setting, we are remote-first and always will be!

• You are not comfortable with shifting context and navigating ambiguity

• Don’t enjoy the hunting side of the role! We’ll empower you to build a solid pipeline with a great stack of resources.

✅ A typical interview process

• An initial intro call with a Talent Partner

• An interview with the Hiring Manager

• Challenge Stage - Contextualised to the role

• A final, values-alignment interview

What's the culture like at Primer?

We're building a culture where people can do their best work and be proud of the impact they have. You'll be working with people who are mission-driven, smart, and reflective, and who are genuinely invested in building exceptional products and delivering success for our merchants.

We work remotely, and have done since day one. We believe that building a successful, profitable company goes beyond proximity. We invest in our relationships through great remote working practices and thoughtfully designed face-to-face time, including workations, our annual company retreat, and access to co-working spaces across most major cities.

The work is challenging. Scaleups are a challenge, and building category-defining products is a challenge. But there's a meaningful difference between a challenge and a struggle. At Primer, the right challenge comes with the right support: strong onboarding, a collaborative environment, and a team that is genuinely invested in your success. It's never something you face alone.

Our benefits

🌍 We are fully remote and globally distributed; and have been since day one
💰 Competitive share options
🌴 Uncapped holiday, with 25 days minimum to be taken
🗣️ Co-working space access across major cities
📅 Workations & Company Retreat
💻 The best equipment for your role
🏠 £500 towards your home office setup
🔎 Generous learning budget
🏥 Private Medical Insurance
📈 A broad set of additional perks and benefits (depending on location)

Don’t meet every single requirement?

At Primer, we're dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification listed, we encourage you to apply. You may be the right candidate for this or other roles.

Primer is committed to the equal treatment of all current and prospective employees and adopts a zero-tolerance approach to discrimination, regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, marriage and civil partnership, or any other background or belief.