GTM: Demand Operations (NYC)

About Tandem

The way office space works and the industry behind it is getting completely flipped on its head right now. We are in the middle of a MAJOR disruption driven by two things:

1. Over 50% of office space is currently sitting empty in US cities.
2. Hybrid and remote work are here to stay. The five-days-in-the-office workweek is going away forever for many, many, many jobs.

Tandem is an AI platform that makes it easy to find and lease office space in the 21st century. Check us at out at tandemspace.com. We match, service and enable companies every day to find their perfect office space, and we’re just getting started.

We’re a small, experienced team - currently we have 20 full time employees. Tandem has an all-star founding team, and you would work directly with the co-founders, who previously worked at Google and Bain & Company.

What we’re looking for

We’re looking for a go-to-market (GTM) hustler to join our Demand Operations team and help the next generation of companies find their perfect office space.

This role will be responsible for managing hundreds of companies during their office search process in Tandem’s largest market: New York City. This role will be very customer-focused and is a mix between operations, customer success, and sales.

This role will report directly to one of Tandem’s founders & COO. The ideal candidate is a self-starter with a strong track record in high-touch, customer-facing operations teams.

Your role

• Be the face of Tandem to potential customers, developing a keen sense for each individual company’s search requirements, staying in consistent touch with them throughout their office search experience.
• Take ownership over Tandem’s touring process and ensure we execute the best possible touring experience (think 6-star design, Airbnb style)
• Support customers in-person by attending tours for high priority leads and coordinate with your teammates to relay customer feedback
• Help customers utilize Tandem’s software to schedule, attend, and provide feedback on office tours.
• Set and operate against customer inbound SLAs across various communication channels (e.g. Tandem app, email, text, Whatsapp).
• Lead internal stand-ups and articulate customer needs to cross-functional stakeholders in a clear and concise manner.
• Work with product and engineering to develop new features for the Tandem application at scale (based on aggregated learnings from servicing customers).
• Become an expert in office space in New York City

You may be a fit if…

• You are a self-starter who loves to sink their teeth into new problems and get shit done.
• You are energized by talking to customers and playing offense. Learning, educating, and solving problems with external founders and operators motivates you.
• You are able not just stay organized yourself, but create systems that allow others to stay organized as well — at any given time, you may be responsible for servicing 50+ customers, so it’s paramount that you take pride in not letting details slip through the cracks. You will be building a sales playbook we will take across the country & globe.
• You understand that the little things matter and take pride in developing experiences that surprise and delight.
• You love showing empathy to customers, going out of your way to make their day.
• You are excited about working collaboratively with cross-functional teams to figure out how to scale a century old industry that has never been taken online.
• You are a business athlete — equally dangerous across various sales, operations, customer success, and product oriented tasks. There is not problem you aren’t excited to tackle.

Preferred Qualifications

• 1-3 years of experience in sales / customer service / hospitality / operational roles
• Prior experience working in a fast-paced startup
• Track record of success in improving customer experiences
• Excellent listener

Location - NYC

A significant part of this role will involve spending time with customers in person as they tour offices in NYC. We have an office in the FiDi that our NYC team uses as a homebase.