Operations Analyst, Consumer

Responsibilities

• As we grow, you will transition from executing these tasks to building the team and the scalable playbooks that power them.
• Identify manual bottlenecks in the current process and collaborate with engineering to build automated, more efficient tools.
• Provide direct input to engineering on trends impacting customers, ensuring our product evolves to meet real-world "in-the-field" needs.
• Act as a critical internal tester for our mobile applications, identifying bugs and providing feedback to ensure a seamless app experience.
• Learn new operational processes rapidly and take full accountability for their success as Cape scales.
• Maintain direct touchpoints with carriers, Google, Apple, and other partners to resolve technical and account issues.
• Help identify and respond to fraud trends, ensuring Cape's response processes remain coherent and effective.

Requirements

• You can lead a technical conversation with engineers and customers with clarity, authority, and empathy.
• Ability to handle high-volume tasks and multitask across multiple customer issues simultaneously without dropping the ball.
• Experience (or a clear desire) in managing people and workflows; you want to build a team, not just work solo.
• Proven track record in a fast-paced operations role, customer support, or executing high-volume technical tasks.

Preferred

• Experience with supply chain, logistics, eCommerce, or telecommunications workflows.
• Experience with basic product quality assurance, specifically mobile app testing and bug tracking
• Familiarity with mobile device troubleshooting, command line, radio communications, or other technical flows.

The Team

At Cape, we are the architects of a privacy-centric movement that is just getting started. We are relentless builders, constantly innovating at the edge of what's possible in telecommunications. We operate on a foundation of high trust and high expectations. Our structure is flat, and collaboration matters more than hierarchy. As a member of our team, you will collaborate with world-class engineers, architects, and visionaries, and work across organizational lines to solve "impossible" problems and deliver mission-critical results for our users every single day.

The Role

Cape Operations Analysts are the high-stakes go-getters who handle our most critical customer touch points. We are Cape's frontline customer success team technical operators who take on high-volume workflows that impact our privacy-focused Telco business. You will be responsible for managing complex customer interactions and technical troubleshooting, while simultaneously building the operational backend to lead and scale Cape.

We are looking for a detail-oriented, proactive Operations Analyst who is a motivated go-getter and a clear communicator to join our team. Your primary mission is to guarantee customer success, testing the network, confirming reliability, and running down every customer issue until it's resolved. You will be the voice of Cape's customers, closing the loop between the field and our engineers. You'll surface issues, drive fixes, and confirm resolution back with the customer, helping build one of the best-supported networks in the industry.

Manage Device Inventory & Supply Chain

Serve as a key operator across our device sales shop, confirming compatibility across manufacturers, and managing the flow of hundreds of thousands to millions of dollars in monthly inventory to ensure the right products reach customers.

Bachelor’s Degree or equivalent experience

Background in business, operations, national service, or a related field (preferred).

Compensation

We offer competitive compensation that is geo-adjusted based on your location, along with meaningful equity so you share in the value you help create. Salary range for this role in New York, NY or Arlington, VA is $100,000-$110,000 depending on experience and interview performance.

Our benefits include

401(k) match

• 100% coverage of medical, dental, and vision premiums for you and your dependents
• 12 weeks paid parental leave (for all parents, no waiting period)
• Stipends for
• Family-forming needs
• Gender-affirming care
• Unlimited PTO

Our Culture & Values

We hire excellent people, give them outsized responsibility, and trust them to execute. Every person at Cape has a proven track record of tackling hard problems and winning.

We believe that personal privacy and national security are not at odds, and that they can be reconciled through strong technology.

We believe companies exist to build awesome things and take care of the people who build them, so we offer top-tier healthcare, 401(k) matching, and a generous vacation policy that our team actually uses to recharge.

We believe that a stronger company and a better product are built by people from all walks of life. We hire without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital status, disability, or Veteran status. If you are great at what you do, you belong here.

How to apply

Click the link below to apply.

We reserve the right to make use of any unsolicited resumes received from outside recruiting agencies and / or individual recruiters without being responsible for payment of any fees asserted from the use of unsolicited resumes.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, and without regard to disability or status as a protected veteran, or any other status protected by law.