Customer Success & Operations Associate

CUSTOMER SUCCESS & OPERATIONS ASSOCIATE

ABOUT THE COMPANY

Fast-growing fully bootstrapped startup helping small and medium-sized businesses in the trades scale with modern systems and lead just 2 months the team has grown to nearly $1M in revenue and demand continues to accelerate. We serve trades businesses and local service companies (HVAC plumbing etc.) across the United States.

ABOUT THE ROLE

Hiring a Customer Success & Operations Associate as the third hire on the team. This is a hybrid role combining customer success operations and light sales. You will manage roughly 70 customer accounts end to end: respond to inquiries manage the customer support inbox call warm leads to reactivate them follow up on open opportunities and keep CRM hygiene clean.

You will work directly with the two founders and have real ownership over customer relationships and day-to-day operations.

WHAT YOULL OWN

Manage 70 active customer accounts: communication retention and account health

Respond to customer inquiries professionally via email and phone within minutes

Call warm leads and guide them toward a close

Maintain accurate notes records and lead statuses in CRM

Follow up on open opportunities and help close inbound leads

Collect and document customer feedback to support product and operational improvements

Use Claude and comparable AI tools to extend your output and compound your work over time

MUST-HAVE REQUIREMENTS

Fluent native-level English with a clean professional phone voice

Strong verbal and written communication with natural rapport-building ability

Highly organized capable of managing 70 accounts and multiple workstreams without dropping the ball

Self-motivated and able to work independently in a remote setting

Comfort responding within 5 minutes during working hours

AI tools proficiency especially Claude

Available to work PST hours

NICE-TO-HAVE

N8N workflow experience

Prior startup or fast-paced operations experience

Prior cold calling or outbound sales experience

Basic graphic design or presentation building skills

Industry exposure to trades contractors HVAC plumbing or local services

Comfort with Google Workspace Microsoft Office and CRM tools

BENEFITS & PERKS

Fully Remote

Work directly with founders

Real ownership of customer relationships