Operations Associate

TL;DR

Operations Associate (Fintech): Provide high-quality AI-native customer support for financial tools serving American family businesses with an accent on resolving complex issues across chat, email, and phone. Focus on investigating bugs, surfacing product insights, creating AI workflows, and shaping support processes.

San Francisco; Denver; New York; Remote (Hybrid)

$85K – $120K • Offers Equity

Company

Series A startup rebuilding financial infrastructure for independent operators in agriculture and related industries, backed by Thrive Capital, Dylan Field, and Homebrew.

What you will do

• Handle customer support across chat, email, and phone, resolving issues with hirify.global's product suite including bookkeeping, invoicing, bill pay, and tax prep.
• Investigate and document bugs, distinguish product issues from user education needs, and contribute to help center content.
• Prototype AI tools and workflows, act as product manager for AI support bot, and partner with engineering to redefine support operations.
• Spot trends in customer issues, flag them for product/eng/design teams, and influence product decisions with insights.
• Serve as a resource for cross-functional teams and train newer support members.

Requirements

• Communicate with warmth and precision, stay composed under pressure.
• Investigative problem-solver able to discuss technical issues with engineering.
• AI-native: use and build AI tools/workflows to work faster.
• Detail-oriented with high ownership mentality.

Nice to have

• Experience with bookkeeping concepts (chart of accounts, reconciliation, journal entries, P&L).
• Fintech, accounting software, or financial services support experience.
• Familiarity with Intercom, Linear, or similar support tooling.
• Background supporting small business owners.
• Experience building or managing AI support tools.

Culture & Benefits

• Competitive salary with equity, health insurance, 401(k) with matching.
• Flexible vacation and work hours, work-from-home stipend or desk in NYC/Denver offices.
• Wellness and professional development stipends.
• Values: Real Talk, Reach Understanding, Be Proactively Resourceful, Derisk Thoughtfully, Find the Positive-Sum.