Location: Culver City (Los Angeles)—in-office, Mon–Fri
Type: Full-time
Team: Operations (Support, Community, RevOps)
What I’m building
I’m launching a new consumer mobile app to a large, engaged audience of millions. We’re close to go-time and my co-founder and I are focused on shipping and growth—so I’m hiring an operator to own the business side and make the trains run on time.
Why this role exists
I need someone who can stand up Support, Community, and Subscription Ops quickly, establish a tight weekly operating rhythm, and turn early traction into durable retention while I focus on product and growth.
What you’ll do
- Support (from zero): Launch Tier 1/2, help center v1, macros, QA, on-call. Hit business-hours first reply < 4h and drive CSAT ≥ 90%.
- Lifecycle & CRM: Run email/push (e.g., Customer.io/Braze), activation flows (D0→D7), win-backs, and rigorous A/B tests with clear measurement.
- Subscription ops: Own App Store Connect + Stripe (pricing tiers, promos, refunds/chargebacks, proration, tax/territories, receipt validation).
- Community: Spin up a high-signal customer community (likely Discord). Set guidelines, moderation, weekly programming, and KPIs.
- Instrumentation: Ship a weekly KPI pack (installs → trials → paid → retained; NPS; churn reasons; support volume; refunds).
- Cost discipline: Track unit economics at the event level and per paid user; partner with Engineering to protect gross margin.
- Operating cadence: Run staff meetings, OKRs, launch checklists, incident response, and postmortems.
- Team building: Hire, train, and lead Support Associates; scope Community, Trust & Safety, and RevOps as we grow.
What you bring
- 4–8+ years in B2C mobile subscription ops (wellness, productivity, education, or adjacent).
- You’ve built Support and/or Community from zero and scaled it; SLAs, CSAT, and NPS are second nature.
- Fluency with App Store/Stripe mechanics, subscription math, refunds/chargebacks, and basic tax/territories.
- Lifecycle chops: planning, copy, targeting, and A/B testing that move activation and retention.
- Operator’s mindset: crisp SOPs, clear comms, calm under pressure, steady weekly rhythm.
- Comfortable working with modern AI tools (e.g., ChatGPT, Claude).
- Strong privacy and trust instincts.
- Nice to have: Experience at Calm/Headspace/Noom/Finch/Strava/Ash-like products; light SQL/analytics; Segment/Amplitude/Looker; Zendesk/Intercom/Help Scout; Braze/Customer.io/Iterable.
Tools (or equivalents)
Intercom/Help Scout/Zendesk, Jira/Linear, Notion, Slack, Braze/Customer.io/Iterable, Segment/Amplitude, Stripe, App Store Connect, Looker/Mode, Discord, OneSignal.
Compensation
- Base: $100,000–$125,000 (DOE, LA in-office)
- Bonus: Optional performance bonus
- Equity: 0.1–0.25% DOE
How to apply
Before you begin, you will need the following to apply:
- Your CV/Resume.
- 3–5 bullets on relevant wins (e.g., activation/retention lift, CSAT, refund reduction).
- One paragraph on how you’d stand up Support and Community in the first 30 days.
- Responses to the quick questions below:
Quick questions (answer both)
- Friday KPI pack: Which 5 metrics belong on our weekly dashboard for a consumer subscription app, and why?
- 0→1 ops story: Tell me about a time you launched Support or Community from scratch. What shipped in the first 30 days, which KPI moved, and how did you know?
Join me to build the operating engine of a category-defining consumer product.