Operations and Customer Support Manager

Sand Helper is seeking a highly motivated and organized Operations and Customer Support Manager to help manage daily customer communications while coordinating the operational logistics that support our growing rental network.

This role blends customer service leadership with operational coordination. You will interact with customers planning beach trips, coordinate with delivery drivers and local partners, and help manage the deployment and maintenance of our fleet of battery-powered sand scooters across multiple rental locations.

The position is primarily based in person at our Crofton, Maryland office and warehouse, where you will work closely with the team on communications, logistics, and operational improvements. Some tasks may occasionally be completed remotely when appropriate.

As Sand Helper continues to grow along the East Coast, this role may evolve into a leadership position overseeing communications, operations, and customer experience across multiple locations.

Please note that while our office is currently located in Crofton, Maryland, we expect to relocate closer to the Columbia or Ellicott City area within the next one to two years. Candidates should be comfortable commuting to Crofton initially and willing to commute to those areas if the office relocates.

Key Responsibilities

• Handle customer phone calls, answer questions related to beach wheelchair rentals, and enter or modify reservations (majority of the role).
• Coordinate with delivery drivers and local partners to ensure timely deliveries and pickups of our battery-powered sand wheelchairs.
• Help oversee the operational logistics of our fleet of mobility devices, including equipment tracking, deployment, and maintenance coordination.
• Assist with managing operations across our growing network of rental locations along the East Coast.
• Support the expansion of new rental locations by helping coordinate logistics, operational setup, and communication with local partners.
• Respond to customer emails and chats promptly and professionally.
• Demonstrate patience, kindness, and professionalism when handling customer concerns or complaints.
• Maintain a flexible schedule including answering calls and returning calls on weekends and occasionally in the evening hours (up to around 8pm).
• Weekend availability is particularly important for this role, as many customers plan beach trips during that time. Work schedules may include weekends with alternative weekday days off (for example Tuesday–Wednesday or other weekday combinations).
• Occasionally coordinate marketing efforts with external artists, marketing professionals, or video editors to support company messaging and outreach.
• Assist with improving internal processes and operational systems as the company grows.
• Complete administrative or operational tasks during slower periods.
• Assist with warehouse, equipment organization, and operational tasks at the Crofton location when needed.

The candidate must be willing to be flexible in their responsibilities. There are times of the year that are busier than others. During the winter months, when we focus more on equipment manufacturing and maintenance, there may be additional operational needs at the warehouse such as inventory organization or administrative support.

Qualifications

• At least 2 years of experience in customer service, operations, communications, or a related field.
• Strong phone communication and interpersonal skills.
• Highly organized with strong multitasking ability.
• Comfortable coordinating logistics and communicating with multiple stakeholders.
• Ability to adapt as responsibilities evolve with company growth.
• Interest in helping improve operational systems and support the expansion of a growing business.

Preferred but not required:

• Degree in Business, Communications, Marketing, Operations Management, or a related field.

Requirements

• Proficiency with Microsoft Office Suite including Excel, Word, and PowerPoint.
• Ability to multitask, including entering orders while speaking with customers.
• Comfortable learning scheduling platforms and mobile phone applications.
• Willingness to maintain a flexible schedule including regular weekend availability and occasional evening hours.
• Reliable internet connection for occasional remote tasks.
• Ability to commute regularly to the Crofton, Maryland office and warehouse.
• Willingness to commute to Columbia or Ellicott City in the future if the office relocates.

Benefits

• Health insurance (reimbursement through a QSEHRA program)
• Life insurance
• Paid time off (PTO)
• Paid sick days
• Flexible scheduling options
• Professional development assistance
• Company-paid training opportunities
• Career development opportunities as the company expands

Schedule

• Full-time
• Saturday and Sunday availability required (with time off during the week)
• Some evening availability
• Work schedules may include weekends with weekday days off depending on operational needs.

Pay: $40,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance

Application Question(s):

• This role often requires working weekends when customers are planning beach trips. Are you comfortable working weekends as part of your regular schedule, potentially with select weekdays off instead?
• Sand Helper’s office is currently located in Crofton, MD, but we expect to relocate closer to the Columbia or Ellicott City area within the next one to two years. Are you comfortable commuting to Crofton initially and to Columbia or Ellicott City if the office relocates?
• Because many customers plan beach trips in the evenings or on weekends, we occasionally return calls or assist customers outside of traditional 9–5 hours. When working remotely, what is the latest time you would typically be comfortable handling customer calls if needed?
• A college degree is not required for this role. If you have a degree or certifications, please list them along with the field of study and the approximate year completed.
• This role often requires speaking with customers on the phone while navigating apps, entering orders, or looking up reservation details on a computer or smartphone. How comfortable are you multitasking in this way? Please describe your experience.
• As Sand Helper expands to new locations, there may occasionally be opportunities to travel to other states on short notice to help resolve operational issues or assist with launching new rental locations. In some cases, this travel may involve working independently on-site. Would you be comfortable with this type of travel? If so, approximately how many weeks per year would you be willing to travel, and how long would you typically be comfortable being away from home at one time?
• Have you had experience driving larger vehicles (such as vans, pickup trucks, or vehicles pulling small trailers)? If so, please describe. If not, would you be comfortable learning if needed to support local operational tasks, for example moving some chairs from a storage unit in Crofton to the warehouse nearby in Crofton.
• If offered the position, how soon would you be available to start?

Work Location: In person