Technical Operations Lead
Salary: $100k - $130k / .1% - .4% equity
Location: Colorado, or Remote
About the role:
We are seeking a Technical Operations & Customer Success Lead to report directly to the CEO. This role offers a unique opportunity to grow into a Head of or Director position as you help scale the company, giving you significant influence over operations and customer success strategy. You’ll work closely with the two founders and our small but skilled engineering team to build and scale our customer-facing products, with an emphasis on customer experience and retention.
This is an early-stage startup opportunity, and we are looking for someone eager to have an outsized impact on the company’s trajectory. The right candidate will initially be very hands-on, focused on handling customer tickets, resolving support issues, and learning the domain. As the team grows, this person will transition into a leadership role, building and growing customer success and operations functions.
What You Will Do:
- Collaborate daily with the two founders and our skilled engineering team to ensure customer feedback informs product improvements and aligns with the company's vision.
- Lead customer success & operations for our SaaS platform, scaling both the team and systems from zero to support rapid growth, working closely with engineering to align product capabilities with customer needs.
- Maintain customer satisfaction while finding efficiencies by streamlining processes, developing customer-driven support workflows, and simplifying complex operations.
- Act as a player/coach, handling day-to-day customer support (tickets, onboarding) while building scalable support systems and processes.
- Work cross-functionally to build scalable operations processes that align with product growth and customer satisfaction.
- Thrive in a dynamic startup environment, taking initiative wherever needed as we scale and grow.
What You Need:
- You are a strategic thinker with a growth mindset, excited to work directly with the two founders and a small, skilled engineering team to navigate cross-domain responsibilities across customer experience and operations.
- Experience building and scaling operations in a SaaS startup from the ground up, with a track record of close collaboration with technical and founding teams.
- Ability to identify and implement technical tools, including AI-enabled solutions, to enhance operational efficiency and improve the quality of customer support processes.
- Hands-on experience managing customer success, onboarding, and support, with a deep understanding of how to translate customer needs into product improvements in collaboration with engineering.
- You thrive in fast-paced, close-knit teams, solving complex problems with creativity and adaptability, and are comfortable wearing many hats.
- A proactive leader who can pivot quickly, thrive in ambiguity, and turn challenges into opportunities.
Nice to Haves:
- Experience leveraging automation and AI-enabled tools to improve customer experience and increase customer support efficiencies.
- Familiarity or previous experience with property and casualty insurance, understanding the nuances of compliance, endorsements, and typical business insurance policies.
- Experience in building inside sales processes is a plus for future company growth.
What We Provide:
- Competitive salary and sales incentives.
- Unlimited PTO.
- The opportunity to earn equity.
- Benefits include fully covered medical/dental/vision for you and your dependents.
- A remote-first work environment with flexibility in where and how you work.
- An office in Louisville, CO for local workers.
About Sublynk:
Sublynk is a fast-growing pre-seed B2B SaaS startup. Our platform exists to seamlessly connect everyone involved in the restoration industry. Whether you are a tradesperson just starting a business, an established firm trying to grow, a TPA expanding into new markets, or an insurance company striving to give their policyholders the best possible outcome, Sublynk can help through frictionless sourcing and connectivity of trades professionals.
Trades professionals, managed repair networks, and insurance carriers all depend on each other to provide services to homeowners and businesses. Today, many of these companies struggle to find and connect with each other efficiently. It can take up to 6 months for these companies to establish basic business relationships and ensure compliance with industry standards around licensing, credentialing, and insurance coverages.
Sublynk helps these companies connect faster, providing an intuitive platform for sourcing, connecting, and credentialing. We enable companies to connect 10x faster than industry standard solutions, getting pros to work faster.
We are backed by industry veterans, having raised from customers and leaders in our target market. We are on track to break $1MM in ARR in our first 6 months after launch.