About the job
About 38 Management

38 Management is a hospitality and digital solutions provider supporting clients in improving, scaling, and protecting their operations through digital tools, operational monitoring, and professional support services.

We help clients review store activity, monitor operational data, identify service and operational risks, and improve accountability across their locations.



Role Overview

The Customer Support Specialist is responsible for remotely reviewing video footage, system data, and operational reports to identify unusual activity, service gaps, operational issues, and recurring patterns.

The role requires strong observation skills, analytical thinking, attention to detail, and the ability to prepare clear, factual, and professional reports.



Requirements

Excellent written and spoken English.
Strong analytical and critical thinking skills.
High attention to detail and accuracy.
Strong observation and pattern-recognition skills.
Ability to separate facts from assumptions.
Ability to write clear, neutral, and professional reports.
F&B, hospitality, retail, or supervisory experience is a plus but not required.
Experience with POS systems, video review, customer support, or operations is a plus.
Good computer skills and ability to work with digital platforms.
Ability to maintain confidentiality and handle sensitive information professionally.


Key Responsibilities

Review video footage and system reports remotely.
Analyze events such as refunds, discounts, cancelled transactions, customer service issues, and operational exceptions.
Match system activity with observed operational behavior.
Identify unusual patterns across employees, shifts, and locations.
Document findings clearly and accurately.
Prepare professional reports for internal and client review.
Escalate high-priority events or recurring issues to management.
Support weekly and monthly customer support and operational activity reporting.
Follow client-specific procedures, reporting formats, and escalation guidelines.
Recommend areas for further review or operational improvement.


Ideal Candidate

The ideal candidate is detail-oriented, analytical, objective, and able to identify potential risks or service gaps without jumping to conclusions. They should be comfortable reviewing repetitive information, spotting patterns, and writing clear reports based on facts and evidence