• Set up, configure, and service Orbs at new and existing verification sites • Ensure each site meets launch-readiness standards (power, connectivity, signage, safety) • Train Orb Operators and store associates to operate and troubleshoot basic issues • Partner with logistics to receive and ship hardware efficiently • Conduct site audits and assist in ongoing maintenance and servicing routines • Communicate status updates and escalation reports promptly to HQ and Manager

• Treat the card program like your own product. Monitor day-to-day performance, identify friction points in the user journey, and suggest improvements. • Track key metrics such as adoption rates, usage patterns, and campaign performance. You will turn raw data into clear, actionable reports for the internal team. • Act as a power user of our iOS and Android apps. Provide detailed feedback on onboarding, user experience (UX), and potential feature gaps to the development team. • Serve as a primary point of contact for our partners, helping to manage operations, escalate technical issues, and prioritize program updates. • Help drive program awareness and usage by supporting marketing initiatives across social and internal communication channels. • Utilize modern AI tools (like ChatGPT, Claude, and AI agents) to automate routine reporting, draft communications, and analyze data to increase team productivity.

• Define, lead, and measure operational strategies and programs that improve customer outcomes, organizational efficiency, and business performance. • Translate high-level customer success strategies into operational execution plans with clear ownership, milestones, and KPIs. • Design, implement, and refine scalable processes for onboarding, adoption, renewals, risk mitigation, and expansion management. • Standardize and document best practices, SOPs, governance models, and operational playbooks. • Build and maintain operational dashboards, metrics, and analytics that provide insights into customer health, retention, churn risk, and growth opportunities. • Partner with analytics and RevOps to ensure data integrity across systems (CRM, CS platforms, business intelligence tools). • Own and optimize the Customer Success tech stack (e.g., Gainsight, Salesforce, LMS, automation tools) to support reporting, workflows, and decision-making. • Lead or support system implementations, integrations, and automation that scale operational capabilities. • Act as an operational liaison between CS and functions such as Sales, Product, Support, Marketing, and Finance to improve handoffs, alignment, and customer experience continuity. • Partner with enablement to ensure CS teams have the tools, training, and resources needed to execute effectively. • Coach, mentor, and develop operations professionals (if applicable), fostering a culture of excellence, accountability, and continuous improvement. • Lead change management and adoption efforts for new processes or systems across the organization.

Job Title: Head of Client Operations Position Type: Full-Time, Remote Working Hours: Flexible, with client meetings in U.S. time zones About the Role We are looking for a Head of Client Operations who has experience operating inside a growing startup environment and can own everything that happens after a client signs. This is not a project management role. You will be fully accountable for client campaigns, results, satisfaction, and retention. This role requires someone who understands the realities of scaling startups — changing priorities, imperfect systems, fast iteration, and high ownership. You will work closely with the founder, developers, and outreach team to ensure client delivery keeps pace with growth while maintaining strong results and retention. Responsibilities Client Relationship Ownership - Act as the primary point of contact for 20–30 active clients - Lead client check-ins, manage expectations, and handle ongoing requests - Anticipate risks early and proactively prevent churn - Own client satisfaction, retention, and long-term success Campaign Performance & Results - Diagnose and resolve underperforming cold email campaigns - Troubleshoot deliverability issues, list quality problems, and low-converting copy - Quality-check campaigns before launch to ensure readiness and performance - Continuously optimize campaigns for measurable outcomes Processes, Systems & Documentation - Build and refine delivery documentation as the business scales - Create practical playbooks that evolve with a growing startup - Track SLAs, client health metrics, and delivery standards Cross-Functional Collaboration - Work closely with the development team on technical and infrastructure issues - Coordinate with the outreach team on execution and optimization - Report directly to the founder on client health, risks, and delivery performance What Makes You a Perfect Fit - You have operated in fast-growing startups where roles are fluid and ownership is high - You take responsibility for outcomes without waiting for perfect processes - You communicate directly and confidently with founders and executives - You are comfortable adapting as the business evolves - You focus on execution, impact, and results Required Experience & Skills - Experience leading client delivery, operations, or account ownership within a growing startup or early-stage company - Background in cold email agencies, lead generation, or similar high-velocity environments - Hands-on expertise in cold email strategy, copywriting, deliverability, warm-up, and inbox placement - Ability to personally write copy and troubleshoot campaigns when needed - Technical enough to understand APIs, automations, and data flows without relying heavily on engineering - Daily, practical use of AI tools for real operational work - Strong problem-solving skills and comfort working in environments where systems are still being built Key Metrics for Success (KPIs) - Client retention and churn reduction - Campaign performance and deliverability outcomes - Client satisfaction and relationship health - Delivery consistency and SLA adherence - Overall impact on client results as the company scales Interview Process - Initial Screening - Interview with Founder - Final Discussion - Offer & Onboarding