Customer Success & Operations Associate

Job Description

Job Description

CUSTOMER SUCCESS & OPERATIONS ASSOCIATE

ABOUT THE COMPANY

Fast-growing, fully bootstrapped startup helping small and medium-sized businesses in the trades scale with modern systems and lead generation. In just 2 months, the team has grown to nearly $1M in revenue, and demand continues to accelerate. We serve trades businesses and local service companies (HVAC, plumbing, etc.) across the United States.

ABOUT THE ROLE

Hiring a Customer Success & Operations Associate as the third hire on the team. This is a hybrid role combining customer success, operations, and light sales. You will manage roughly 70 customer accounts end to end: respond to inquiries, manage the customer support inbox, call warm leads to reactivate them, follow up on open opportunities, and keep CRM hygiene clean.

You will work directly with the two founders and have real ownership over customer relationships and day-to-day operations.

WHAT YOU'LL OWN

• Manage 70+ active customer accounts: communication, retention, and account health

• Respond to customer inquiries professionally via email and phone within minutes

• Call warm leads and guide them toward a close

• Maintain accurate notes, records, and lead statuses in CRM

• Follow up on open opportunities and help close inbound leads

• Collect and document customer feedback to support product and operational improvements

• Use Claude and comparable AI tools to extend your output and compound your work over time

MUST-HAVE REQUIREMENTS

• Fluent native-level English with a clean, professional phone voice

• Strong verbal and written communication, with natural rapport-building ability

• Highly organized, capable of managing 70+ accounts and multiple workstreams without dropping the ball

• Self-motivated and able to work independently in a remote setting

• Comfort responding within 5 minutes during working hours

• AI tools proficiency, especially Claude

• Available to work PST hours

NICE-TO-HAVE

• N8N workflow experience

• Prior startup or fast-paced operations experience

• Prior cold calling or outbound sales experience

• Basic graphic design or presentation building skills

• Industry exposure to trades, contractors, HVAC, plumbing, or local services

• Comfort with Google Workspace, Microsoft Office, and CRM tools

BENEFITS & PERKS

• Fully Remote

• Work directly with founders

• Real ownership of customer relationships