Customer Operations

Position Overview

As the first customer operations hire at GroundControl, you will be integral in owning the customer relationship and building out infrastructure as we scale to thousands of manufacturing facilities across the world. You will work directly with the CEO to manage the entire post-sales lifecycle.

• Onboarding new customers
• Providing analytics and conducting periodic check-ins with existing customers
• Listening to customers and reading between the lines to understand how we can continue to serve and grow with them
• Building out the infrastructure to handle customers at scale (automated onboarding, automated insights, automated feedback collection, etc).

What You’ll Do

• Onboarding: Onboard new customers virtually and on-site at real facilities across the country.
• Gather Analytics: Gather customer analytics to highlight the value-add of GroundControl, and uncover potential problem accounts. Bonus points if you can automate this!
• Customer Check-Ins: Conduct check-ins with existing customers to gauge sentiment, gather feedback, and uncover new problems to help GroundControl grow
• Product Support: Triage customer support via Intercom. Our current MTTR is 41 seconds, across 50+ facilities. We take extreme pride in ensuring customers are never left hanging.
• Customer Infrastructure: Help build out the core infrastructure needed as we scale from 100 to 1000 facilities. This includes building onboarding flows, creating & maintaining documentation (videos, knowledge base, AI CX, etc)

Who You Are

• You’re resourceful and self-motivated, capable of building processes from scratch and thriving in an early-stage environment.
• Excellent written and verbal communication skills with the ability to create compelling content and prioritize tasks effectively.
• A button clicker. Comfortable with doing the dirty work to gather data for the role.
• Driven to understand customer needs deeply and eager to represent their voice. While you’ll be working at GroundControl, you’re really the internal champion for our customers.

CORE REQUIREMENTS

• A US Citizen — due to the nature of our customers and their work, this is a hard requirement.
• Experience gathering analytics from a SQL database
• 3+ years experience working in a customer success / operations related role

PREFERRED QUALIFICATIONS

• Experience working with manufacturing customers

What We Value

Extreme Ownership

You will talk directly to our customers without supervision. You will be given free reign to help them be successful with GroundControl, from support to analytics to future products.

Customer Obsession

All decisions should come directly from listening to customers. Understand their needs and pain points, and make decisions that will benefit the end user.

Low Ego, High Impact

We value humility and collaboration over ego. Team members bring strong ideas but are open to feedback and new perspectives, focusing on the best outcomes for the company and our customers. Strong opinions, held loosely.

Compensation and Benefits

This role offers a competitive salary and equity grant to give you a meaningful stake in GroundControl’s success. We are committed to providing a supportive, collaborative, and innovative environment for you to make an impact from day one.