Description

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)