Instead of a list of requirementsWe are a startupFirst 30 daysAudit what existsA clear
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While we have a preference for the role to be based in NYC, we are open to candidates working remotely throughout the US.
Instead of a list of requirements, we want to give you a directional look into the first 30, 90, and 180 days on the job.
We are a startup, so the pace is fast and the specific work will change. People who thrive here are finding ways to contribute in their first week, and fully productive in their third month. You need to be okay with that.
If you think this is something you can handle, we will be excited to speak with you.
First 30 days: Get into the tickets and start scoping how this scales
Get hands-on with the support queue immediately — start resolving real cases, including compliance-driven flows, rather than shadowing for weeks before touching anything
Learn the product and the underlying compliance requirements deeply enough to diagnose issues without escalating every ambiguous case
Audit what exists: current documentation, ticket taxonomy, resolution paths, where cases get stuck, and where volume is coming from
Partner with the internal team building the support tech stack to understand what tooling is coming online and how it will change your workflow
Start forming a real point of view on how this function needs to scale — internal hires, a BPO partner, or both — based on the volume and complexity you're seeing firsthand
You are personally resolving a meaningful share of support volume, unaided
A clear, written map of issue types, current resolution paths, and where the process breaks down today
