Operations Shift Lead

About Reflex
Reflex is transforming how over 15 million Americans work in retail. Our platform connects top-tier retail talent—our Reflexers—with leading apparel brands on-demand. We're on a mission to create the best way to work in retail.

About This Role
As an Operations Shift Lead, you will play a critical leadership role in ensuring Reflex’s real-time support runs smoothly across all markets, seven days a week. You'll lead a team of Operations Support Specialists, manage live escalations from both Reflexers and retailers, and create the conditions for a smooth and empathetic support experience during your shift. Your job is to coach, prioritize, problem-solve, and lead by example.

What You’ll Be Doing

• Lead the daily operations of a shift, ensuring consistent coverage and responsiveness across text, email, and phone support
  
  
• Triage and handle the most urgent or complex escalations with calm, clarity, and empathy
  
  
• Monitor task queues, assign responsibilities, and ensure marketplace operations team members remain on-task and aligned with priority issues
  
  
• Provide real-time coaching and feedback to support specialists during live shifts
  
  
• Ensure playbooks and escalation protocols are followed and iterated on as needed
  
  
• Interface with any third-party staffing providers supporting support operations, ensuring alignment on expectations and maintaining a high bar for quality
  
  
• Partner with operations leadership and cross functional teams to implement continuous improvements in support processes and customer experience
  
  
• Maintain shift notes and handoffs to ensure strong continuity across the team

What You Should Have

• 1+ years of experience in team leadership, ideally in a fast-paced or real-time support environment
  
  
• Strong problem-solving skills and the ability to remain calm and focused under pressure
  
  
• A passion for leading with empathy and building team morale during high-intensity moments
  
  
• Excellent verbal and written communication skills; comfortable handling phone escalations from both Reflexers and retailers
  
  
• Weekend and evening availability—support is a 7-day operation and peak hours include nights and weekends
  
  
• Comfort working independently and navigating ambiguity in a startup environment
• Experience working in or supporting retail operations is a plus

What We’re Offering

• Full-time non-exempt hourly pay with leadership responsibilities
  
  
• Hybrid role based in downtown Austin; stocked kitchen, collaborative office culture
  
  
• Opportunity to shape the frontline experience of a fast-growing startup
  
  
• A values-driven company committed to building a more inclusive future of work