Operations Associate, Resq

• 2+ years of operations, customer service or account management experience, preferably in a tech or service-oriented industry
• Your approach is rooted in a metrics-oriented mindset, with a keen focus on achieving and surpassing targets through informed strategies
• With a background in support, you are adept at managing customer expectations and ensuring their needs are met with exceptional service
• You are flexible, able to handle the dynamic challenges of a marketplace environment, and committed to long-term trades success
• Your meticulous nature ensures that no detail is overlooked in managing trade accounts, maintaining accurate records, and executing strategies with precision
• A self-starter: You wake up, form a plan, and get going!
• Practice extreme ownership and a strong bias for action: A deep desire to understand all parts of our business, including our customers; taking risks, adapting and learning till you succeed; a mindset to persevere!
• Be open to feedback: Listen, learn, and iterate. We’re all One Team!
• Live and breathe a customer-first mindset: Care deeply about the customer experience and set new standards for service

Desirable

• ResQ is seeking an Operations Associate to strengthen our operations team and enhance our platform’s effectiveness
• This role focuses heavily on fostering relationships with both new and existing trades, ensuring their success through data-driven strategies and performance optimization
• We understand that joining a team is one of the most important 🧡 choices you make, and adding a team member is one of the most important choices we’ll make
• We want you to get to know us, and we want to understand how you approach problems, learn, and what motivates you
• Building and fostering relationships with our trades businesses
• Providing day-to-day operational support to our trades businesses and resolving any problems that may arise
• Being data and metrics driven
• Educating trades businesses on ResQ’s offerings
• Onboarding & Training ️: Guide new and existing trades businesses onto the platform through set up and training to navigate ResQ effectively
• Strategic Problem Solving 🤔: Address and resolve any trade-facing issues, using insights and data to drive enhancements in ResQ’s platform and operations
• Metric-Driven Management 📈: Track and analyze key metrics related to trade health and revenue to ensure performance targets are met. Your decisions will be backed by data, driving continuous improvements
• Cross-Functional Collaboration 💬: Collaborate with internal teams such as sales, product and customer success to support overall operational objectives
• Support & Relationship Building 🫶: Develop and maintain close, trust-based relationships with trades businesses. You'll be the go-to support, assisting with scheduling, documentation, and other operational tasks. You will help our trades optimize and grow their engagement with ResQ's services
• Educational Outreach 📚: Proactively educate trades on ResQ’s offerings, ensuring they are fully informed and able to leverage our services for maximum benefit

• While we aren’t never perfect, we aim to build a process that fosters fairness and minimizes bias; this includes structured processes and interviews
• Our goal is that everyone interviewed has a positive experience, regardless of the outcome
• Stage 1️⃣: Send us your resume and a note about how your story connects to ours
• Feel free to focus on what you have learned rather than just a list of responsibilities
• We’ll aim to tell you quickly if it is not the right fit so you are always informed
• Stage 2️⃣: Successful candidates will meet with the People and Talent Lead
• It will be standardized to keep things fair but also leave enough room to show your uniqueness
• We’ll communicate the salary range now for full transparency
• If you like us and we also think there is a fit, we’ll invite you to the next stage
• Stage 3️⃣: An interview with the hiring manager and another team member will ask you more in depth questions about your experience and skills
• Come with questions!
• Stage 4️⃣: A case study assignment for you to complete
• Successful candidates will then move into the next interview stage
• Stage 5️⃣: This round involves meeting our Head of Strategy & Operations and a Senior Manager
• We will go through some questions (who doesn’t love more questions…) and leave time for you to ask questions
• Stage 6️⃣: This stage will be a values interview with a few members of the ResQ team
• We will get an understanding of what motivates you and how you work and align to ResQ’s values
• Stage 7️⃣: This is the final stage in the process where you will meet our CEO, KJ
• This stage will be more of an introductory call and less focused on your in depth skills and knowledge