CS Operations lead (NYC)

What we're looking for

doola is seeking an efficient and solution-driven individual to level up internal operational processes at doola.

We don't take phenomenal operations for granted: it's core to the success of our company, brand, and product development. In this role, you'll report to and work directly with our Customer Success lead to support entrepreneurs all over the world. This is an incredible opportunity to make a huge impact on how we deliver the product to our customers, helping them to launch and run the business in the US.

What you will do

• Working directly with our Customer Success lead, Growth Product Manger, Sales and Partnerships Lead, you’ll be responsible for the operational processes that our customers go through post purchase across the entire user journey. This includes formation, bank account creation, through tax and compliance filings. You will become a jack of all trades when it comes to the user lifecycle and master of all of them.
• Systematize, document, and continuously improve existing procedures.
• Support product launches by designing new operational processes and training the team to work with them.
• Manage the Customer Success Operations team to ensure smooth and secure day-to-day operations.
• Train the entire Customer Success team to work with existing/new processes and coach them to do it in the most efficient way.
• Communicate new processes and internal operations out to the entire team in teamwide meetings.
• Work closely with the Engineering team to automate certain processes. You will have a real-time pulse on the needs of our customers and it’s on you to ensure we continuously deliver values to our customers.
• Additional projects as they arise, in line with how you are looking to grow in your career!

Who you are

• Efficient, resourceful, organized, solution-driven, action-oriented, fast, eager to learn and tackle any challenge, and have a track record of results.
• A strong believer in fully owning and understanding the parameters of our projects and attacking tasks on an end-to-end basis to ensure they are followed through.
• Excellent attention to detail, operations, and communication skills.
• A hunger to create and improve systems and a flexible, humble, and curious mindset.
• Interest and ability to thrive in a fast-paced and dynamic environment.
• Trustworthy and always ready to help.

Compensation and benefits

• This is a full-time role with equity in the company and a competitive salary
• Health insurance
• Generous PTO / sick leave
• 401(k) plan
• Commuter benefit
• Free food and snacks
• Bring your dog to work 🐶

About doola

doola is building the OS for the next generation of online businesses. Formation. Legal Docs. EIN. US Address. Bank Account. Payments. Taxes. Website. US Phone Number. $1000s in Software Perks. And More. We handle the operational details. You grow your business. From start to six figures+ in revenue, we're with our companies for the long term.

Our mission is to unlock the potential of human entrepreneurship and democratize access to wealth creation by empowering anyone in the world to turn their dream idea into their dream US business.

We're seeing some exciting growth right now. Our product resonates strongly with customers worldwide, and we have worked with entrepreneurs on every continent (except Antarctica, yet!). We're backed by some of the top investors in the world, including Nexus Venture Partners, Harvard Management Company, Y Combinator, and HustleFund, and you'll be an early member of our rapidly growing company. We know we're only scratching the surface of what's possible in terms of the value we know we can provide.

Our customers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and enthusiasm for small businesses, you will find a home at doola.

doola is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. doola considers qualified applicants with criminal histories consistent with applicable federal, state, and local law. doola is also committed to providing reasonable accommodations for talented individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation made due to a disability, please let your recruiter know.