Operations Specialist

Job: Full-time, contractor

Hours: ANZ timezone (Monday-Friday)

PTO: 20 days annually plus 6 days sick pay

Who we are

Our client is an Australian outdoor lifestyle startup that’s created a new category in the travel space: nature, on-demand. Through our unique network of offgrid cabins we enable busy, city-based, people to leave the conventional 9-5 life and adopt a more flexible way of living filled with frequent connection to the outdoors. Currently we have 50+ cabins settled in wilderness locations around Aus, with the near future seeing our number of cabins grow rapidly as we look to expand throughout New Zealand and the United Kingdom.

This is where you come in. To be successful with our mission and to keep engaging with our customers and Hosts in a unique way, we are looking to expand our Customer Engagement and Operations teams and build a remote-based team to help us do it. You’ll be coming in on the ground-floor and responsible for not only engaging with our customers on a personal level but also building the foundation of a key driver of our global strategy. We see you being someone with leadership in mind and the desire to be part of something more than just a “job” - we see this as an opportunity to take part in scaling a startup and are looking for the right people to help us do it.

Operations Specialist

About the role / responsibilities

- Build relationships with our customers like hosts, cabin managers and external tradespeople.

- Respond to customer inquiries across channels (SMS, email, phone) to meet target metrics.

- Learn the ins-and-outs of our daily routines and procedures, including but not limited to:

- Triaging feedback to improve our cabins, experience and operations

- Coordinating and managing work orders for repairs & maintenance

- Running payment processes for hosts and guests

- Develop and maintain financial statements

- Monitor and manage expenses within an established budget

- Inventory management including managing ordering, fulfillment, and logistics

- Analyzing data to produce insights like occupancy rates and consumption of goods

- Troubleshooting guest issues like gas outages or solar power failures.

- Think creatively about ways in which we can optimize each host’s experience.

- Master our internal booking system.

- Various other tasks deemed necessary for the role

Job Details

- This is a full time role that will flex across, day shifts, night shifts, week days and weekends. Hours may change depending on the allocated market. - You will be working remotely but closely with the HQ team in Australia and the UK.

- Three month probationary period, followed by sign on bonus if successful.

- Competitive remuneration; salary negotiable.

Candidate Requirements

- 4+ years operations experience preferably with a global start-up business, property management or travel/accommodation.

- Passionate to work in a high growth startup environment and looking to evolve into a leadership position within 12 months.

- An analytical mind with the ability to manipulate data in a spreadsheet to get to insight. - An autonomous and detail-oriented individual that never misses the finer points.

- Strong communication skills; high level of competence in written and verbal English in a casual and conversational manner.

- An optimistic problem solver with an inherent love for helping people and relationship management. - A can-do person with a positive attitude.

- A knack for picking up and optimizing business processes as well as building new processes.

- G Suite, Asana, Zendesk, Hubspot, Shopify experience desirable.

- Experience working with United Kingdom, Australian or New Zealand markets is a bonus!