Customer Operations Associate, Shiftsmart
Enterprise
$90-130k
+ Equity
3-5 days a week in office ( Manhattan, NY)
Custome enterprise workforce solutions
Job no longer available
Custome enterprise workforce solutions
1001+ employees
Job no longer available
$90-130k
+ Equity
3-5 days a week in office ( Manhattan, NY)
1001+ employees
Company mission
To revolutionize hourly work and build the world's leading platform for hourly workers.
Role
Who you are
- Analytically-minded: You have 4-6+ years of experience in an analytical, client-centric role (e.g. Business Operations, Consulting, Investment Banking, Private Equity), and ideally in startups
- Ownership Driven: You take full ownership of workflows and systems. You don’t wait to be asked; you see a problem, build a solution, and drive it to completion
- Technical skills: You have strong analytical skills and can blend quantitative data with qualitative insights to test hypotheses. You are well-versed in Google Sheets and SQL, have knowledge of Zendesk and Zapier, or are willing to learn and can learn new tooling quickly
- Problem solver: You thrive working through and solving complex problems, quickly learn and adapt to new situations, and can synthesize the abstract into the concrete
- Influence: You effectively partner with others to get things done even without formal authority
- Clear communicator: You are an excellent writer (memos, slides) and excel at making the complex simple to empower decision making
What the job involves
- The mission of the Customer Operations team is to define and scale how we work with our largest, most strategic enterprise customers, including some of the world’s most recognized brands and retailers
- This role is responsible for building the systems, processes, and infrastructure that enable high-quality, reliable customer operations at scale
- As Customer Operations Manager, you will operate at the ground floor of an emerging function
- You will design how enterprise customer workflows operate end-to-end, partnering closely with Product, Engineering, Operations, and Customer teams to support our customers’ strategic objectives
- This role is critical to shaping the future of enterprise customer experience as we grow
- Your role will evolve alongside our customer base, but some of your early responsibilities will include
- Own customer operations end-to-end, serving as the central point of accountability for process invention, system design, and cross-functional execution for customer issues, requests, and workflows at enterprise scale
- Design the system for support at scale across conventional tools such as Zendesk but with a clear mandate to drive selection and implementation for future state tools (e.g., AI customer agents, natural language chatbots, etc)
- Design and implement scalable customer workflows, including intake, prioritization, resolution, escalation, and reporting – turning ad hoc processes into repeatable systems
- Define the operating model for enterprise customers, including how we engage, communicate, and deliver against commitments for the world’s largest and most complex operating environments
- Create and own customer-facing operational reporting, improving accuracy, automation, and clarity for both internal stakeholders and enterprise partners
- Identify risk and failure points in existing processes and proactively design solutions that reduce defects and improve consistency at scale
- Partner cross-functionally to ensure customer operations evolve alongside product capabilities and customer needs
Our take
Labor force participation is at an all-time low in the United States, and companies across the board are struggling to combat the shortfall. Shiftsmart’s solution is a dynamic labor marketplace, matching workers on their platform to temporary gigs, and helping companies fill gaps without committing to, or having to attract, full-time talent.
Shiftsmart’s network of over 1.2 million workers serves big-name enterprises like Google, HP, Apple, and Levi’s, and is part of a growing industry of staffing solutions for hourly workers that have been seeing big VC investments over recent years. Driven by the gig economy becoming more normalized and demand for flexible hours increasing, Shiftsmart saw its revenue increase by nearly 400%, and they put this success down to a competitively unique business model that sees more control being put in the hands of workers and employers alike. They have now done work in over 57 countries, and are operating tens of thousands of shifts each week.
Some user feedback suggests the company still has some kinks to iron out on their platform, with multiple complaints about delayed or missing payments. But with thousands of successful, efficient job placements found over the last few years, Shiftsmart are making strides in an area that looks set to remain in high demand.
Freddie
Company Specialist at Welcome to the Jungle
Insights
44% employee growth in 12 months
Company
Company HQ
World Trade Center, New York, NY
Leadership
Aakash Kumar
(Founder & CEO)Forbes 30 Under 30. Previously founded Searchlight Ventures during college. Worked as a Consultant @ Booz & Co and later as Cloud Business Operations & Strategy Lead @ Google.
Pavan Patel
(CTO)Forbes 30 Under 30. Previously Software Engineer @ Simply Hired and former teacher @ Teach For America.
Salary benchmarks
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