Operations and Client Success
Subcity
Customer Service, Operations
Remote · United States
Posted on Saturday, June 3, 2023
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Operations and Client Success
Location
Remote USA
tl;dr
Subcity is hiring our “starting five” founding team members and are looking for an Operations and Client Success leader. You will join our mission to help America’s small manufacturers discover, claim, and collect billions of dollars in economic incentives and tax credits. You will work directly with the co-founders, product and engineering teams, and deeply engage with our first clients.
This position will operationalize Subcity co-founder Gil Gonzales (based in the LA area) by putting in place systems and processes related to client onboarding, incentive applications, and customer support. Success in this role will allow Subcity to 10x the volume we can handle at each stage of the customer lifecycle.
About you
People we think are likely to thrive:
Willingness to tackle large, thorny problems or challenges in a systematic and thoughtful way.
Open to trying new ideas and ways of doing things and not afraid of change.
Strong communicators internally and with clients across email, phone, and Zoom.
Expert at written documentation and artifact creation for other team members and clients.
Those who embrace charting a course through ambiguity.
Several years of work experience, including knowing how they’d perform in a remote startup work environment.
About the role
We are looking for individuals who are interested in:
Creating systems to continuously make client onboarding faster and easier by identifying steps we can remove, data we can buy or infer, or questions we can move later in the process.
Assist Gil and team in the manual application or portal submissions for the first Subcity incentives.
Work with clients to make sure we’ve captured all the necessary documents and information we need to fully complete their applications.
Monitor application award status and exchanges with vendors, utilities, and governments - always looking for ways to partner with these entities to move the process along.
Select and implement support tools that augment our CRM, Subcity company database, and minimize confusion and touchpoints for clients. This needs to be completed before email stops being the best way to manage (likely 25+ clients).
Capturing client pain points as feature work for engineering and maintain up-to-date FAQs.
Capture testimonials from happy clients.
Help Gil and the team identify and prioritize candidates for re-engagement as new incentives are productized or we’re testing additional financial products.
Depending on the candidate’s interest and abilities we can offer additional experience with:
Content creation, editorial planing, and demand generation activities.
Sales operations.
Why you might be excited about us
Big mission. We’re working to unlock massive amounts of productivity from American small businesses in a space that is beginning a shift of trillions of dollars of economic activity.
We're small and just getting started! You'll have a massive impact over fundamental aspects of the business.
We believe in developing people and putting our employees first. We will work together to shape your role in such a way to meet your long-term professional goals.
We have big technical challenges to solve and a huge revenue opportunity to unlock.
We have backing from top-tier investors and thought partners who you will meet throughout the interview process.
Over time we can craft the role towards where you want to take your career: product marketing, program management, sales operations, leading a functional area like client success, COO, or founding your own company.
Why you might not be excited about us
We're small, so if you like more established companies, it's not (yet) the right time. We're looking for someone to help build our company's culture.
Since you'll have a lot of autonomy and creativity over projects, they may not be defined perfectly initially. You'll be expected to bring your own experience and perspective to help us do the right things and raise flags if you think we should do things differently.
We’re refactoring the way money flows from governments to small businesses. This can and will get messy.
How to Apply
Does this role sound like a good fit? Please email careers@subcity.com with your resume and why you are interested in this position.
