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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. Were 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. Weve gone from $0 to $3M ARR in 15 months. ABOUT THE ROLE Were a small, fast-moving startup looking for an Operations Associate to keep billing and day-to-day business operations running smoothly. Youll 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 YOULL 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 6090 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) dont bottleneck the team. - Customer Slack comms are timely, clear, and routed efficiently. WHAT WERE LOOKING FOR - 14+ 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)