Customer Ops Strategy Associate

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.

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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

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Who we're looking for

We find those who are most successful in this type of role:

• 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. 

We are hiring multiple people and are hiring indefinitely for this role. We won’t close the funnel prematurely based on other candidates. We will hire everyone that meets our threshold of excellence, and hope you meet our criteria.

We do not require any experience for this role. Experience will be taken into consideration for both (a) the work you’re placed into once hired and (b) compensation. In addition to experience, these two items are determined by performance during the interview process.