User Operations Associate

Walrus•New York, NY

3d•$70,000 - $90,000•Hybrid

About The Position

This role is for an early member of the customer success (CX) team at Walrus, a leader in B2B payment verification. The CX team helps clients use the product and handles operational tasks. The User Operations Associate will work closely with Engineering, Product, and Sales teams in a hands-on capacity. They will use data and user research to set strategies and drive decisions about service levels. The role involves conducting client onboarding tutorials, executing financial operations like reviewing payment instructions and provisioning accounts, analyzing user outcomes, resolving advanced user questions, and creating internal/external documentation. This position is ideal for someone analytically and verbally rigorous, potentially with operations or enterprise customer success experience, who is passionate about solving a widespread societal problem. Strong performers will have opportunities for growth and to shape the scaling team or move into other roles within the company.

Requirements

Fanatically attentive to numerical and verbal detail.
Ability to read or hear a confused description from someone and extract their meaning, and respond in a way that is clear and concise.
Demonstrated ability to be a do-er and organizer, depended upon to get things done.
Some work experience in operations, ideally financial operations (for example, in banking, venture capital, or accounting), or enterprise customer success.
Passionate about fixing a widespread societal problem.
Bachelor's degree (in any subject) with a strong GPA (though this is not strictly required).
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Nice To Haves

Prior experience in a technology company.
Prior operating experience in a tech company.

Responsibilities

Conduct live tutorials to onboard new clients.
Execute external-facing and financial operations, such as reviewing payment instructions with error flags, provisioning new client accounts, and configuring specialized features for power users.
Analyze user outcomes and investigate recurrent problems, working with the product team to propose and implement solutions.
Communicate with users and help resolve advanced questions.
Create internal and external documentation, including operating guides, tutorials, and knowledge bases.
Contribute to the product roadmap and strategy, based on product usage data, user feedback, and your knowledge of user needs.