At Saturn, we’re on a mission to build community around the calendar. We currently help students at over one thousand high schools manage their time and stay better connected with friends. The majority of our users are active daily. We’ve raised more than $44 million in funding from General Catalyst, Insight Partners, Coatue, Jeff Bezos, Marc Benioff, Dara Khosrowshahi, Dick Costolo and Adam Bain’s 01 Advisors, Elad Gil, Hadi Partovi, Mike Vernal, Inspired Capital, WndrCo, and other top venture investors. If you’re looking to drive a major impact on an energetic and ambitious team, come join us!

 

To learn more about Saturn’s offerings on iOS, Android, and Web, visit joinsaturn.com

 

As an Operations Associate at Saturn focused on Customer Experience, you’ll enable a key component of our Operations as we scale. You’ll use your problem solving, project management, and interpersonal skills to ensure we’re effectively and efficiently supporting our users. You will work directly with operations, product, and engineering teams to ensure that users experience an excellent product on a day-to-day basis, and that when they reach out to us, they’re responded to quickly and with a high, consistent level of quality. You will have an expert-level understanding of the app and a unique ability to foresee and mitigate CX-related issues with every new product update. You will manage the day to day of our large (and growing!) team of agents, and you’ll inform decisions on how we operate the business.

Your Responsibilities Will Include:

• A spectacular communicator, with interpersonal skills to match, who is excited about providing best-in-class support to a rapidly growing community
• Specifying and building tools to improve the speed and quality of our operations
• Onboarding and training new CX team members
• Analyzing support workflows and making suggestions to improve efficiency and effectiveness.
• Working closely with product teams to understand and give input into product changes relating to customer experience
• Identifying opportunities to improve live operations processes to ensure our outsourced workforce is productive and efficient
• A high degree of empathy for users who come to support frustrated due to a wide range of circumstance
• Managing schedules of agents  according to customer demand and any service level agreements

To Succeed You'll Need:

• To be a self-starter, driven, and very hard-working
• To use a data-informed approach to problem-solving, while still relying on gut instincts
• A strong attention to detail, performance, usability, and reliability
• A growth mindset, willingness to consistently question how we should execute on a day to day basis
• A desire to build for the long term, valuing patterns and structures that allow for scale as the team grows
• Strong empathy for our agents and a commitment to supporting their work
• To be energetic, committed, and enthusiastic - these qualities tie us together at Saturn
• Humble and are willing to learn/grow. We need confident and capable leaders who want to help each other succeed as much as they want to succeed.

Desired Skills and Qualifications:

• 1-2 experience in Operations or in another role requiring real-time problem solving, ideally at a consumer tech company
• Experience managing processes and training others on those tasks
• Strong written and verbal communication 
• Experience with a support ticketing system (Zendesk, Front, Kustomer, etc.) and issue tracking tools (Linear, Jira, etc.)
• Detail-oriented and able to work independently in a fast-paced environment

Saturn celebrates and embraces having a diverse team. We are committed to building a team that represents a variety of experiences, backgrounds, and skills. We do not discriminate on the basis of race, color, religion, marital status, age, gender identity, gender expression, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or other applicable legally protected characteristics.