Customer Ops Strategy Associate

Clipboard • San Francisco, CA

1d • Remote

About The Position

The Customer Ops Strategy Associate role is a generalist role at Clipboard suited for the “all-around athlete” type who can do it all and wants exposure to a range of problems and opportunities. You're likely someone who's interested in and capable of solving different problem types - you're resourceful, adaptable, and confident you can figure it out if you can sink your teeth in deep enough. These are the ingredients for a problem-solver who is eager to flex into multiple different types of roles and responsibilities depending on what's needed and most impactful. While we know which team you'll join as part of your first “tour of duty” (see below), we don't know exactly what work or projects you'll drive out of the gate, so you'll notice the work we're advertising isn't entirely specific. It depends on your strengths and what we learn during both the recruiting process and your first days at Clipboard. But we'll make a few promises to you about the role: it'll be high-impact, fast-paced work that has an impact on our customers and on our business. In terms of “what might I actually do” - here's a list of example initiatives to give you an idea: Redesign our process for reaching out to workplaces about converting them to new methods of payment, such as getting customers who send checks to start paying us via eCheck to speed up the cash conversion process Research, vet, and onboard a new vendor that embeds AI agents into our customer-facing collections efforts Build an internal predictive analytics model to catch bad payers earlier with high accuracy Manage a team of Collections Account Managers First tour of duty Our most immediate need right now in Customer Operations is in the Billing team. You can read a quick background of what the Billing team does below, but the TLDR is that we want to collect money as fast as possible and minimize losses, while preserving the customer experience, in service of reliably converting revenue into cash (the lifeline of a capital-intensive business like ours). This in a way is “ensuring high-quality growth” for the company. With thousands of customers operating in different regulatory environments, under different conditions, with nuanced capital structures and corporate setups, and using varied complicated processes - this can be hard to do at scale. Your first tour of duty would be on the Billing team, where you'll help us strengthen the quality of our team with things like increasing the speed at which we collect money and better vetting our customer base at scale to be confident in their financial position, all while improving the customer experience through things like lightning-fast response times. Oh, and by the way, you don't need to be an expert in finance or accounting - while it'd be a plus, we expect you to learn the basics along the way. Quick background on Billing There's much to explain to paint the full picture of the Billing machine, but ultimately the core goal is to optimize the speed with which our customers pay us while maintaining their overall experience with us as a vendor. Although Clipboard provides a service where workplaces can find qualified professionals to fill shifts, we are in many ways a lending company at our core since we pay professionals immediately after they work a shift. For illustrative purposes: a nurse works a shift → we pay the nurse $100 immediately with our cash → the workplace pays us $120 a month later. We extend debt to workplaces using cash we borrow, with interest, from an Asset-Backed Line (ABL) of credit - workplaces use that debt to pay their staffing costs, and we expect to be paid back by the workplaces at a later date based on agreed-upon net terms. The point is: Billing is doing the critical work of actually converting our revenue into cash that we put in the bank. Otherwise, money we cannot collect is money we've burned. We consistently fight a multi-faceted battle: a battle wherein we must maximize the speed at which we recognize revenue, maximize the margin associated with each shift, and maximize the customer experience, all without letting one unduly impact the other. Optimizing collections is critical to make sure Clipboard is generating sustainable, high-quality growth and turning top-line revenue into cash that we use to service or grow other parts of the business.

Requirements

• Are insatiably curious and notice non-obvious clues and patterns: Curiosity sits atop our company values. Understanding something from first principles and getting to the root cause of the problem will often reveal the best solution, and a natural and unwavering curiosity to keep asking questions and digging will take you most of the way.
• Roll up their sleeves and go to the source: There are multiple ways to say this: touching reality, dogfooding, seeing for yourself, going to the front-lines, etc. Don't just take someone's word for it - go find out yourself by testing the feature, or listening to the agent call, or calling the customer, or executing the workflow. This is how you seek truth.
• Bring a tenacity and persistence to problem-solving: You'll hit walls and find yourself in uncertain and unfamiliar situations. If you can sit with the uncertainty, look at the problem from new angles, and keep applying pressure to a problem - you'll position yourself for breakthroughs.
• Bounce back from failure quickly: You'll make mistakes, move in the wrong direction, and stumble from time-to-time. Just avoid big mistakes and don't make the same mistakes twice, and learn from them quickly. Worry less about failing and more about losing momentum in your feedback loop. If you fail cheaply and quickly, that's worth the lesson/learning you get in return.
• A reliable laptop/desktop (no Chromebooks or Linux OS).
• Minimum 20 Mbps wired internet connection.
• Wired headset for clear communication.
• A quiet, distraction-free workspace.
• Stable power and internet connectivity

Responsibilities

• Redesign our process for reaching out to workplaces about converting them to new methods of payment, such as getting customers who send checks to start paying us via eCheck to speed up the cash conversion process
• Research, vet, and onboard a new vendor that embeds AI agents into our customer-facing collections efforts
• Build an internal predictive analytics model to catch bad payers earlier with high accuracy
• Manage a team of Collections Account Managers

Benefits

• 100% Remote - Always. Work from anywhere in the world.
• Fast-Paced Startup Environment. Join a company that values curiosity, independence, and growth.
• A Hiring Process That Rewards Skills, Not Just Experience. Every applicant gets a fair shot—our selection is based on real-world problem-solving ability, not just credentials.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed