Job Description

About Us

Totus is rethinking gift cards for the modern economy. We provide brands with a powerful, tech-driven platform that simplifies issuance, distribution, and financial operations - transforming gift cards from an operational burden into a strategic growth tool. Backed by automation, data, and scale, Totus helps brands unlock new revenue streams while delivering better experiences for their customers.

We are a fast-growing fintech company built by people who value efficiency, creativity, and impact. If you thrive in environments where you can shape processes, delight clients, and see the direct impact of your work, you will fit right in.

About the Role

As Operations Generalist, you'll join a collaborative and fast-paced team that supports both Customer Service and Fulfillment Operations. Based in Schaumburg, IL, this full-time position offers the possibility of working remotely one day per week starting in 2026. You'll play a key role in delivering a seamless and elevated customer experience, ensuring operational excellence, and upholding data security standards.

What You'll Do

Customer Service

• Provide white glove service by responding to customer inquiries via email, phone, and chat with professionalism and empathy.
• Process replacements, refunds, and exchanges in accordance with standard operating procedures, quality standards, and SLAs.
• Resolve issues related to orders, returns, shipping, and product performance.
• Identify and report gift card inquiry and redemption trends.
• Maintain accurate records of customer interactions in the CRM system, order platforms and other tools.
• Collaborate with internal teams to meet SLAs and quarterly performance goals.
• Participate in ongoing training to enhance product knowledge and service skills.

Fulfillment Operations

• Assist with physical order picking, packing, and labeling in accordance with standard operating procedures and quality standards.
• Ensure timely and accurate order fulfillment to meet customer expectations and SLAs.
• Conduct inventory counts, reconcile discrepancies, and report irregularities promptly.
• Support receiving, sorting, and stocking of incoming shipments.
• Maintain a clean, organized, and safe workspace.

General Operations

• Flex between Customer Service and Fulfillment roles based on workflow demands and business priorities.
• Identify and recommend process improvements to enhance operational efficiency and customer satisfaction.
• Uphold data security best practices, including safeguarding customer information and company systems.
• Promptly report any suspicious activity, security concerns, or gift card trends to the appropriate manager or security team.

Qualifications

Minimum Requirements

• High school diploma or equivalent; some college coursework preferred.
• 1–2 years of customer service experience; order fulfillment experience is a plus.
• Fluent in written and spoken English.
• Comfortable and experienced with Microsoft Office Suite, specifically Outlook, Word, and Excel.

Skills and Experience We Value

• Excellent verbal and written communication skills.
• Strong attention to detail and problem-solving abilities.
• Experience with Smartsheet and CRM systems.
• Comfortable navigating multiple systems, platforms, and UIs
• Experience in gift cards, payments, or financial services is a plus
• Flexible, dependable, and able to thrive in a fast-paced, dynamic environment.
• Bilingual communication skills are a plus.
• Awareness of data privacy and security protocols.

Physical Requirements

• Ability to sit, stand, use a computer and read gift card text for extended periods.
• Use hands and fingers to type and handle objects like keyboards, gift cards, and packaging materials.
• Speak clearly for long durations.
• Remain focused and alert.
• Regularly lift up to 5 pounds; occasionally lift up to 25 pounds.

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