TROOP

• Lead and mentor a team of Platform and Security Engineers • Foster a high-performance engineering culture focused on ownership, reliability, and continuous improvement • Provide hands-on technical guidance while empowering the team to execute independently • Partner closely with Engineering, Product, and Leadership teams to align platform strategy with business goals • Own and evolve our cloud infrastructure on GCP • Drive adoption and maturity of Infrastructure as Code (Terraform) • Lead the design, implementation, and scaling of Kubernetes (GKE) environments • Champion GitOps practices using ArgoCD and Helm • Build and maintain reliable CI/CD pipelines using GitLab/GitHub and CI automation tools • Establish best practices for monitoring, logging, and alerting • Improve system reliability, performance, and incident response processes • Define and track platform SLIs/SLOs • Embed security into every stage of the development lifecycle, coordinating different security automation tools • Lead efforts around SOC 2 Type II compliance and other relevant regulations • Drive privacy-by-design principles across systems and processes • Lead external engagement with predominantly US-based clients on security, compliance, and privacy practices, ensuring alignment with enterprise expectations and regulatory standards • Promote and implement the “Everything as Code” mindset across infrastructure, security, and operations • Continuously improve developer experience through tooling and self-service platforms • Identify and remove bottlenecks in engineering workflows

Title: Customer Support Specialist Location: Nashville TN US Type: Part-time Workplace: Hybrid remote Job Description: Eleven Eleven is a fast-growing women’s apparel and lifestyle brand based in Nashville, Tennessee. We’re looking for a part-time Customer Support Specialist to own day-to-day customer communication and help maintain a high-quality, consistent customer experience as we continue to grow. This role is customer-facing, detail-oriented, and critical to protecting the brand’s reputation. You’ll be the front line for customer questions, issues, and edge-case situations and will be trusted to handle them professionally and thoughtfully. About the Role You will manage and respond to customer inquiries across all support channels, ensuring customers receive timely, clear, and on-brand communication. You’ll also assist with escalations, order issues, and moments that require calm, solution-oriented thinking. This is a hands-on role with real responsibility. In-person availability in Nashville is preferred, but remote candidates will be considered. Responsibilities - Oversee and manage all customer support channels - Provide email support for customer questions, orders, and issues - Respond to SMS replies from campaigns and customer inquiries - Provide phone support (as needed) - Handle customer escalations and crisis-level situations with professionalism - Issue refunds, replacements, and reshipments when appropriate - Manage a monthly customer support budget allocated for refunds and reshipments - Ensure all customer communication feels thoughtful, clear, and aligned with the brand - Identify recurring issues and flag them to the team for resolutiong - Manage customer-related communication with our fulfillment warehouse, including lost packages, delivery disputes, and warehouse-related issues - Coordinate with management and operations on how to handle edge cases and non-standard customer situations - Prepare monthly reporting on customer support trends, recurring issues, and opportunities for improvement across the business - Analyze returns data to identify common reasons for returns and share insights with the product development team to improve future products - Communicate quality control issues and customer feedback directly to the production team, helping inform improvements in materials, fit, and execution - Requirements Qualifications - Bachelors Degree or higher - Experience in customer support, customer experience, or a similar role preferred - Strong written and verbal communication skills - Calm under pressure with the ability to handle sensitive or escalated situations - Highly organized and detail-oriented - Comfortable making judgment calls within guidelines - Professional, personable, and reliable - Experience in e-commerce or retail support is preferred - - What This Role Requires - Strong sense of ownership over customer experience - Consistency and responsiveness - Good judgment and accountability - Comfort working independently with clear expectations - This role is ideal for someone who takes pride in delivering a great customer experience and understands how important customer trust is to a growing brand. Benefits - Unlimited PTO - Take the time you need! Rest, recharge, and come back inspired. - Summer Fridays - Log off early on Fridays all summer long. - Mental Health & Sick Days - No questions asked. Your well-being, mind and body, always comes first. - - - Employee Discounts - Enjoy 40% off all full-price items. Your closet (and your wallet) will thank you.

- Own the full sales cycle for mid-market prospects—from outbound prospecting to closing. - Identify and engage potential customers through cold outreach, social selling, and inbound lead follow-up. - Qualify opportunities and understand customer needs through discovery conversations. - Deliver compelling product demos that clearly communicate value and solve customer problems. - Manage opportunities through the pipeline and maintain accurate records in the CRM. - Collaborate with Marketing to improve lead generation and conversion. - Follow up with prospects, handle objections, and guide stakeholders through the buying process. - Contribute to achieving and exceeding monthly and quarterly sales targets.

• Help TROOP establish clear Product-market fit with our customers • Drive product adoption and usage through onboarding, key customer interactions, and reviewing how the TROOP product is used by our customers • Capture key feedback from clients to help close the gap between our product and customer usage • Review customer product sessions to understand hangups and potential opportunities • Establish framework to measure the success of our clients - time to value, engagement, and advocacy • Standardize processes for onboarding, customer interactions, and growth • Build and monitor account health scoring for TROOP clients • Own customer and revenue retention including expansion targets • Develop strategies to drive increased engagement and opportunities for customer growth and expansion • Build customer engagement strategies and playbooks • Establish KPI dashboards

• Lead the Product and Design teams to drive adoption and usage, focusing on achieving product-market fit through iteration, customer discovery, and continuous feedback. • Define and maintain a structured approach to product-market fit, including discovery methods and success metrics. • Coach Product Managers through hands-on discovery while maintaining high standards of execution and learning. • Shape the longer-term product strategy, including opportunities across PLG motions, content, and partnerships. • Drive innovation by identifying new product opportunities and staying ahead of emerging technologies, including AI-driven solutions • Lead, mentor, and inspire a team of product managers and product designers, fostering a culture of collaboration, innovation, and continuous improvement. • Provide guidance and support to enable the team to effectively execute on product initiatives and meet strategic goals. • Foster a customer-centric mindset within the product and design team, ensuring that customer needs and feedback are at the forefront of decision-making. • Oversee the end-to-end product development lifecycle, from concept ideation to launch and post-launch optimization. • Work closely with engineering, design, and other cross-functional teams to deliver high-quality products on time and within budget. • Champion methodologies and iterative development processes to accelerate innovation and improve time-to-market. • Collaborate closely with executive leadership, marketing, sales, and customer success teams to ensure alignment and drive product success. • Act as a key liaison between product management and other functional areas, effectively communicating priorities, milestones, and trade-offs. • Collaborate with marketing, sales, and customer success teams to ensure effective product positioning, messaging, and launch execution. • Define key performance indicators (KPIs) and metrics to track the success and impact of product initiatives. • Regularly assess and report on product performance, identifying opportunities for optimization and improvement.