tl;dr
Subcity is hiring our “starting five” founding team members and are looking for an Operations and Client Success leader. You will join our mission to help America’s small manufacturers discover, claim, and collect billions of dollars in economic incentives and tax credits. You will work directly with the co-founders, product and engineering teams, and deeply engage with our first clients.
This position will operationalize Subcity co-founder Gil Gonzales (based in the LA area) by putting in place systems and processes related to client onboarding, incentive applications, and customer support. Success in this role will allow Subcity to 10x the volume we can handle at each stage of the customer lifecycle.
About you
People we think are likely to thrive:
- Willingness to tackle large, thorny problems or challenges in a systematic and thoughtful way.
- Open to trying new ideas and ways of doing things and not afraid of change.
- Strong communicators internally and with clients across email, phone, and Zoom.
- Expert at written documentation and artifact creation for other team members and clients.
- Those who embrace charting a course through ambiguity.
- Several years of work experience, including knowing how they’d perform in a remote startup work environment.
About the role
We are looking for individuals who are interested in:
- Creating systems to continuously make client onboarding faster and easier by identifying steps we can remove, data we can buy or infer, or questions we can move later in the process.
- Assist Gil and team in the manual application or portal submissions for the first Subcity incentives.
- Work with clients to make sure we’ve captured all the necessary documents and information we need to fully complete their applications.
- Monitor application award status and exchanges with vendors, utilities, and governments - always looking for ways to partner with these entities to move the process along.
- Select and implement support tools that augment our CRM, Subcity company database, and minimize confusion and touchpoints for clients. This needs to be completed before email stops being the best way to manage (likely 25+ clients).
- Capturing client pain points as feature work for engineering and maintain up-to-date FAQs.
- Capture testimonials from happy clients.