Job Description

Job Title: Service Operations Manager

Company:

Knowd Communication FZCO ("Knowd")

Website:

https://knowd.io/

Terms:

Full time, remote, contractor (US-based candidates)

Time Zone:

US Time Zones (East Coast preferred)

Languages Required:

English & Spanish (Professional proficiency)

Salary:

$70,000 per year plus quarterly performance bonus

Role Overview

Knowd is a software licensing and services company that supports blockchain start-ups by facilitating the sale of validator node software licenses. These licenses are sold to end-users through a multi-level marketing (MLM) structure comprising independent teams, leaders, and their respective downlines.

Knowd is seeking an experienced and highly service-oriented Service Operations Manager to provide first-line support to MLM team leaders, their downlines, and end-customers. This role is critical in ensuring a high standard of customer experience, efficient issue resolution, and strong coordination across internal teams.

The ideal candidate will be comfortable operating independently in a remote environment, while also collaborating cross-functionally to resolve technical, operational, and customer-related matters. Experience in MLM environments and a working understanding of blockchain fundamentals are highly desirable.

Key Responsibilities

? Act as the primary first-line support contact for MLM leaders, their downlines, and end- customers.

? Manage and resolve service inquiries related to software licenses, validator nodes, onboarding, commissions, and general platform usage.

? Provide clear, professional, and timely communication in both English and Spanish.

? Triage incoming issues and coordinate with internal technical, operations, compliance, and finance teams to ensure effective resolution.

? Maintain detailed records of customer interactions, issues, resolutions, and follow-ups.

? Identify recurring issues and proactively recommend process, documentation, or system improvements.

? Support MLM leaders with service-related escalations, ensuring consistency and fairness across the network.

? Assist in the creation and maintenance of customer support documentation, FAQs, and knowledge base materials.

? Uphold Knowd's service standards, brand reputation, and compliance requirements at all times.

? Hosting or supporting weekly network calls and joining leader calls to address service issues.

? Supporting onboarding sessions and walkthroughs for new downline members.

? Responding to support emails and ticketing system and monitoring community channels (Telegram, WhatsApp, etc.).

? Handling direct messages, requests and issues from MLM leaders and downlines.

? Provide comprehensive monthly sales reports and any other reports the team may reasonably require.

Required Experience and Skills

? Minimum of three (3) years' experience in customer service, customer support, or service management roles.

? Demonstrated excellence in customer service, issue resolution, and stakeholder communication.

? Ability to work independently in a remote environment with minimal supervision.

? Strong organizational skills and the ability to manage multiple issues concurrently.

? Professional-level written and verbal communication skills in English and Spanish.

? Comfortable working with distributed teams across different functions and geographies.

Desirable Experience

? Prior experience working within an MLM, direct sales, or network marketing organization.

? Experience supporting SaaS, software licensing, or digital platforms.

? Working knowledge or general understanding of blockchain technology, validator nodes, or Web3 concepts.

? Experience supporting international or LATAM-based customer bases.

Personal Attributes

? Customer-centric mindset with a calm and professional approach to problem-solving.

? Strong interpersonal skills and the ability to build trust with team leaders and customers.

? Proactive, solutions-oriented, and adaptable in a fast-moving environment.

? High level of integrity and discretion when handling sensitive information.

Working Arrangement

? Fully remote role.

? Preference for candidates based in the United States to align with core operating hours.

? Flexible working environment, with responsibility for managing workload and service levels effectively.

How to Apply

? Please send your

CV and a short cover letter

to:

hello@knowd.io

Job Types: Full-time, Freelance

Pay: Up to 70,000.00 per year

Benefits:

Work from home
Experience:

customer service, support or service management roles: 3 years (required) MLM, direct sales or network marketing: 3 years (required) supporting SaaS, software licensing, or digital platforms: 3 years (required) of blockchain technology, validator nodes, or Web3 concepts: 3 years (required) supporting international or LATAM-based customer bases: 3 years (required)
Language:

English (required) Spanish (required)
Location:

Remote (required)
Work Location: Remote