About the Role
We’re hiring a detail-oriented, proactive Operations + Customer Success Specialist to run the “control tower” for daily execution across dozens of locations nationwide. You’ll be the front line for customer support during your coverage hours and the main coordinator for our distributed field contractor team to keep locations clean, safe, and operating smoothly.

This role goes beyond traditional support: during quieter periods, you’ll drive process improvement, SOP creation, task management system hygiene, and operational optimization so the company becomes more scalable and less founder-dependent.

Work Schedule: Monday 9am to 7pm with one hour of unpaid break, Thursday and Friday 10am to 2pm and then 6pm to 11pm, Saturday 2:30pm to 9pm, and then Sunday 8am to 2:30pm all EST. 40 hours a week. 

What You’ll Own
Customer Service & Operations (Top Priority)
● Be the front line of customer experience: confidently answer calls/texts/emails to resolve issues quickly and professionally
● Provide calm, solution-oriented support for app usage, billing questions, and equipment troubleshooting
● Monitor active locations using existing tools/processes and flag issues early
● Review post-rental photos and related checks to ensure equipment is returned properly and locations remain rental-ready
Field Contractor Coordination
● Coordinate with and support local technicians/contractors, ensuring they have what they need to keep locations running smoothly
● Dispatch issues, track completion, and close the loop with customers/partners when needed
● Maintain contractor accountability (checklists, responsiveness, quality expectations)
Process Improvement & Documentation
● Identify gaps/inefficiencies in workflows and help implement improvements
● Create, update, and maintain SOPs and internal documentation
● Standardize recurring processes to improve consistency and scalability
Systems, Task & Experience Support
● Help organize and maintain task management systems (ClickUp / Asana / Notion / similar)
● Improve internal user experience by simplifying tools and processes
● Support light system setup, cleanup, and optimization as the company scales

Competencies & Qualifications
Must-Have
● Exceptional customer service mindset — you genuinely care about solving problems
● Strong communicator, comfortable on the phone and in writing
● Highly organized, detail-oriented, and reliable
● Self-starter who can work independently with minimal supervision
● Team player with a positive, can-do attitude

Nice-to-Have
● Experience in operations, field ops coordination, or a fast-paced startup
● Experience managing contractors / distributed teams
● Strong Sheets/Excel skills
● Familiarity with CRMs and support tools

Tools You’ll Use
HubSpot (light reference), OpenPhone (or similar), internal dashboards, and task management tools.

Work Style Expectations
● Comfortable wearing multiple hats and stepping outside a rigid job description

Why This Role Is Different
● You’ll have real ownership, not just tasks
● Your ideas will shape processes, systems, and customer experience
● Significant growth potential as the company scales

Who This Role Is Not For
● Someone who needs strict structure and constant oversight
● Someone seeking a predictable, low-variability workload
● Someone uncomfortable with ambiguity or stepping outside a formal job description

Independent Contractor Perks
HMO Coverage for eligible locations
Permanent work from home
Immediate hiring
Steady freelance job