User Success Lead

Burning Man•Reno, NV

2d•$86,000 - $96,000•Remote

About The Position

The User Success Lead is a dynamic, multifaceted role designed for a versatile technologist who thrives on variety and problem-solving. This position serves as a bridge between technical support and systems development, acting as a key driver for implementing in-house solutions. Rather than following a rigid path, you will work across various systems to help design, build, and implement workflow solutions that bring order and efficiency to a unique organization.

Requirements

Self-Motivated: A proactive self-starter who takes ownership of their work and is comfortable engaging in complex tasks with minimal oversight.
Integrity & Discretion: A trustworthy professional with high ethical standards and the ability to handle sensitive, confidential organizational information with absolute care and respect.
Technical Agility: A high level of comfort with technology and the ability to learn new software and languages (like Google Apps Script and Knack) quickly.
Problem-Solving Mindset: A demonstrated ability to look at a disorganized process and propose a logical, structured way to improve it.
Execution Skills: You are a "doer" who can take a concept and turn it into a working tool or workflow with minimal oversight.
Communication: The ability to explain technical concepts clearly and empathetically to a diverse group of users.
Resilience: Comfort working in a somewhat "start-up" or disorganized environment where you will need to help create the structure yourself.
Valid driver’s license and a good driving record.

Nice To Haves

Experience building automations or workflows in tools like Asana, Zapier, or Salesforce.
A background or interest in data management and form design.
A.I. Literacy: Familiarity with AI systems (e.g., LLMs, automation agents) and an interest in how AI can be applied to streamline administrative and workflow challenges.
Familiarity with the Burning Man community or a desire to immerse yourself in its unique culture.

Responsibilities

Process Architecture & Automation (25%): Identify opportunities to transform disorganized or manual tasks into streamlined, automated workflows. You will use tools like Google Apps Script, Asana, Knack, and Salesforce to build practical solutions that help teams find their rhythm.
Multifaceted Technical Support (30%): Manage support queues while simultaneously working on long-term optimization projects. No two days are the same, and you will pivot between administrative tasks and creative technical builds.
Systems Stewardship(5%): Take ownership of the "health" of our workflows. This includes managing user lifecycles (onboarding/offboarding), maintaining data quality, and ensuring our tools (Slack, Google Sites, Intranet) are being used effectively.
Education & Translation(10%): Act as a technical translator for non-technical staff. You will create documentation and lead training sessions to help colleagues adopt new processes and tools with confidence.
Form Development & Testing(10%): Support the technical backend of our organizational forms (Volunteer Questionnaires, Census, etc.), ensuring a smooth experience for both internal staff and external participants.
Strategic Problem Solving(10%): Provide input on the Technology Roadmap by identifying "pain points" across the organization and suggesting tools or process changes to alleviate them.
Onsite (Desert/Playa) Operations(5%): During the annual event, you will move into a high-intensity onsite support role in Black Rock City, providing direct tech support and troubleshooting in a unique, challenging environment.
Other Functions and Responsibilities (5%): Perform other duties as assigned.

Benefits

Health benefits: medical, dental, vision insurance for employees and dependents.
Long term disability and life insurance.
401k retirement plan with voluntary employee contribution.
Accrued vacation and sick time: Up to 10 days vacation per 12 months on assignment.
Additional annual paid time off in accordance with policy guidelines; 7 paid holidays annually, in addition to paid office closure during December 24th - January 1st.
Paid parental and bonding leave.
Communications benefits for remote employees; reimbursement of up to $120/month for home office internet and phone expenses.
Commuter benefit program.
Mental health support, life coaching, financial and legal consultation services through our employee assistance program.
Professional development fund along with unique leadership and learning opportunities.
Equipment and tools necessary to succeed in a remote friendly workplace.