The Ops Associate will enhance customer experience by managing support queries, translating feedback into product insights, and implementing customer success initiatives. This role requires collaboration with various teams and a focus on operational excellence.
About Ambrook
Ambrook's mission is to make sustainability profitable for family-run businesses.
In the face of historic heat waves, drought, flooding, supply chain disruptions, water shortages, and pollution, climate impacts are intensifying across industrial America: from farmers facing crop losses, to truckers navigating fuel volatility, to contractors managing material shortages. Evidence shows sustainable practice upgrades deliver financial returns – from water-efficient irrigation to fuel-efficient fleets – but these changes require significant upfront capital and a clear proof of return-on-investment to owner-operators facing tight cashflows and razor-thin margins already. With data scattered across paper records and outdated systems, operators struggle to forecast whether a practice change will improve their bottom line – let alone prove business health to lenders and other funders.
Ambrook is solving this chicken-and-egg problem by re-architecting the financial data layer of America's independent businesses. We're replacing unruly paperwork and expensive, archaic tools with an affordable accounting, banking and payments platform that helps operators understand their numbers and access capital for sustainable transitions.
Ambrook customers are our economy’s historic backbone and a manifestation of the American Dream. Done right, both financial and environmental sustainability enables these entities to stay independent and resilient in the face of climate-driven volatility.
We’re starting by building for farmers and ranchers across America.
We’re a Series A startup backed by top investors (Thrive Capital, Dylan Field, Homebrew, Designer Fund, BoxGroup, and more) and are looking for early team members who are looking to untangle the knotted intersection between American industry and climate.
Learn more about our mission and what it’s like to work with us.
The opportunity
Ambrook is looking for a curious, service-driven individual who thrives on digging deep to understand customers and their needs. You’re not just here to provide support—you’re ready to roll up your sleeves, immerse yourself in our team, and uncover what makes our customers tick. You bring the poise and warmth of a seasoned hospitality expert, applying that same thoughtful, human touch to a software product. In this role, you’ll take ownership of crafting an exceptional experience for our growing customer base. You’ll ensure our support is proactive, seamless, and always evolving alongside our product and customer needs. By deeply understanding our customers' workflows and challenges, you'll refine onboarding and make life easier for the team behind the scenes.
You’ll report to our Customer Success Lead, Paige Wyler.
We’re looking for someone who we can count on to…
- Own: Customer success, product feedback, user community, compliance
- Teach: Operational excellence, how to effectively translate user insights into product specs
- Learn: Business use cases and pain points of ag stakeholders
- Improve: Customer and community trust, support SLAs, financial services readiness
Within 1 month you'll...
- Learn how to use internal tools and customize them to meet your needs (see stack below).
- Familiarize yourself deeply with our products and customers through our research notes and recording repository.
- Manage inbound support queries across multiple platforms.
- Facilitate amazing producer experiences through customer success work.
- Create documentation or forums that enable customers to succeed with our products.
- Implement products and processes to track the customer journey across multiple channels.
- Collaborate in new feature launches with customers through email and in-app communication and documentation.
Within 3 months you'll...
- Become an expert in the product: Translate customer feedback into product insights and marketing experiments via cross-functional collaborations with Growth, Design, and Engineering teams.
- Adapt testimonials into shareable customer story content to increase industry trust and brand awareness.
- Build an end to end customer experience that connects customers with resources distributed through Ambrook and through partners, including Ambrook Education, agribusinesses, academia and nonprofits.
- Handle any financial services disputes and build a support enablement playbook.
Within 6 months you'll...
- Identify opportunities to increase retention through user forums, educational offerings, and in-product workflows.
- Proactively project manage compliance requirements for an expanding portfolio of financial and sustainability offerings.
- Foster a culture of operational excellence, helping define SLAs and KPIs for the Operations team.
Our ops stack
- Retool, Zapier, Google Workspace for internal tooling
- Zendesk, Airtable for customer relationship management
- Zendesk Support, Dialpad, Dovetail, Otter for customer success and customer discovery
- Segment, Google Analytics, Metabase, Data Studio, BigQuery, LogRocket for analytics
- Height, Figma, Miro, Google Docs, GitHub for project management
- Courier, Mailchimp, Mandrill, Twilio, Expo, Typeform for communications
- Sanity for content publishing
Benefits
- Healthcare (medical, vision, dental)
- Flexible location (remote or NYC/SF office spaces available)
- Flexible work hours
- 401k with matching contribution
- Parental leave (8 weeks fully paid)
- Technology equipment
- Additional perks including office / remote work stipend, wellness stipend, farm immersion stipend, professional development stipend, and team retreats.
Read our Ambrook Benefits overview for more details.
About you
- You have 0-3 years of full-time work experience, with internships or customer-facing roles that showcase your ability to communicate, problem-solve, and build relationships.
- You thrive on working directly with customers, taking the time to understand their needs and ensuring they succeed.
- You're naturally curious and eager to learn, quickly adapting to both our accounting software and tech stack.
- You’re ready to roll up your sleeves, dive deep into challenges, and uncover insights that improve both customer and team experiences.
Our values
- Reach Understanding – We are driven by curiosity and empathy to learn about our customers, team, and world.
- Real Talk – We create space for ourselves and others to be straightforward, vulnerable, and accountable.
- Be Proactively Resourceful – We are internally motivated and externally empowered to identify opportunities and solve problems.
- Derisk Thoughtfully – We lean into the biggest risks we face as a company and put in the work to address them systematically.
- Find the Positive-Sum – We believe in creating incentive structures that align the needs of our company, our customers, and our planet.
Salary range
- Ambrook is an equal opportunity employer.
Top Skills
Airtable
BigQuery
Courier
Data Studio
Dialpad
Dovetail
Expo
Figma
Git
Google Analytics
Google Docs
Google Workspace
Height
Logrocket
Mailchimp
Mandrill
Metabase
Miro
Otter
Retool
Sanity
Segment
Twilio
Typeform
Zapier
Zendesk
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