LOCATION: Vancouver, BC (In-Office)
TYPE: Full-time
TLDR:
Apply if you enjoy doing
• Financial spreadsheets (nothing complex)
• Talking to customers
• General tech tasks like Hubspot, ClickUp, Zapier... etc
• Working with a fast moving startup
• Learning a new field
WHAT WE DO
We are an anti-franchise network of vacation rental managers in the US. We're a Canadian team expanding our vision throughout the US. We built an operating system and community dashboard for them and host them in our Slack community channel. We have a 90 NPS score, 98% logo retention, and 200%+ YoY growth. We've gone from $0 to $3M ARR in 15 months.
ABOUT THE ROLE
We’re a small, fast-moving startup looking for an Operations Associate to keep billing and day-to-day business operations running smoothly. You’ll own workflows around billing exceptions (refunds/credits/adjustments), maintain key finance and client billing spreadsheets, and support internal ops like HR systems, contracts, and basic customer communications.
WHAT YOU’LL DO
Billing & Client Account Operations (Primary)
- Own end-to-end workflow for refunds, credits, billing adjustments, and “billing back” corrections (triage → investigate → resolve → document).
- Monitor automated billing and handle exceptions (failed payments, mismatches, disputes); coordinate fixes with internal owners or vendors.
- Maintain client billing spreadsheets; ensure billing inputs/outputs are accurate and up to date.
- Support invoicing oversight and quality checks (even when invoicing is automated).
- Process contracts, upgrades, plan changes, and billing adjustments; ensure internal systems reflect latest client terms.
Finance Ops & Reporting (Light)
- Support finance upkeep: maintain clean operational records, follow up on missing receipts/notes, and prepare summaries for the bookkeeping agency as needed.
- Maintain forecast vs actual spend updates in spreadsheets; flag anomalies early and keep budgets current.
- Perform small, defined analyses (e.g., vendor spend spikes) and summarize findings clearly.
Operations & Administration
- Update and maintain HR software records and workflows (onboarding/offboarding steps, role changes, permissions).
- Handle office general administration tasks (vendors, renewals, basic tool access, documentation).
- Support grant applications by gathering required documents, coordinating inputs, and tracking deadlines.
Customer Communications & Coordination
- Manage customer communications in Slack for operational topics and basic tier requests; route product/engineering issues to the right owner.
- Support hosting webinars/roundtables: scheduling, invites, attendee tracking, reminders, and post-event follow-ups.
- Maintain CRM hygiene (basic maintenance, deduping, field completeness, stage updates).
WHAT SUCCESS LOOKS LIKE (FIRST 60–90 DAYS)
- Billing exceptions are handled with a consistent, documented process and fast turnaround.
- Client billing spreadsheets are accurate, current, and easy for the team to reference.
- Forecast vs actual updates happen on a consistent cadence, with clear flags on anomalies.
- Internal ops tasks (HR updates, contracts, upgrades) don’t bottleneck the team.
- Customer Slack comms are timely, clear, and routed efficiently.
WHAT WE’RE LOOKING FOR
- 1–4+ years in operations, billing, finance ops, customer ops, or a coordinator role (startup experience is a plus).
- Strong Google Sheets skills (filters, pivots, lookups; comfortable maintaining clean templates).
- High attention to detail, strong follow-through, and comfort building repeatable processes.
- Clear written communication (Slack) and ability to handle billing conversations professionally.
- Ability to prioritize multiple requests in a fast-paced environment.
NICE TO HAVE
- Familiarity with tools like QuickBooks Online (as a user), GoCardless, PriceLabs, and a CRM (HubSpot/Salesforce/Pipedrive).
- Experience writing SOPs and basic automations (Zapier/Make).
COMPENSATION
- Competitive salary of ~$70,000 CAD + small equity position available (depending on experience)
