First Hire / Success and Operations
Hi! I’m Alison Donnally, CEO and Founder of JoeyCo. I can’t wait to meet you.
About JoeyCo: JoeyCo is a social impact startup building a service-enabled marketplace that provides an experience akin to "au pairs for older adults. ” We match US-based university students seeking affordable housing and flexible employment to support older adults aging-in-place with an affordable extra hand around the house. As my first hire, you'll play a pivotal role in shaping the future of our company, helping build and scale our operations from the ground up.
Job Overview: As a solo founder, I am seeking a dynamic and versatile individual to join the team. This role requires someone who brings calm and order to ambiguity, highly adaptable, and ready to take on diverse responsibilities. Generally, you will do what needs to be done. You will work closely with me (hi!) to refine the details of the service. You will be instrumental in managing our marketplace pipeline, ensuring Host (older adult customer) and Joey (student) success, and developing scalable processes as we grow. To be clear, the sky is the limit for this company and this role, but there is plenty of work to be done to get us there.
Key Responsibilities (may vary depending on your background and capabilities):
Marketplace Management:
Oversee and manage the entire marketplace pipeline - from acquisition through renewals
Ensure smooth onboarding for new customers (Hosts) and students (Joeys)
Maintain up-to-date and accurate profiles for both customers (Hosts) and prospective Joeys
Customer Operations:
Develop, implement, and scale new customer operations processes
Enhance operational efficiency of sales processes and customer service mechanisms, implementing additional automation where effective
Review Joey time cards and process payroll on behalf of Hosts
Relationship Management:
Act as the primary point of contact for matched Host customers and Joeys, ensuring a good experience post-move in.
Build and maintain strong relationships with both customers and Joeys
Address and resolve any issues or concerns promptly and professionally, and escalate as necessary
Customer Success:
Deliver high-fidelity customer success, ensuring customer satisfaction and loyalty
Proactively identify opportunities to improve the customer experience
Gather and analyze customer feedback to drive continuous improvement and product development
Strategy, Scaling & Leadership:
Partner with founder on key company decisions, providing analysis and clear thinking. Opportunities to influence marketing, payment and legal operations, and other key operating areas
Recommend and implement new vendors and other tools to make our operations more efficient and deliver better results for our customers
Launch and lead new areas, as needed
Generally, do what needs to be done :)
Qualifications:
Passion for the JoeyCo mission and serving the student and older adult populations
Experience in start up operations or a related field to our operations
Strong interpersonal and communication skills
Excellent organizational and project management skills
Willingness to experiment rigorously, capturing data and iterating
Proficiency in building scrappy customer relationship management (CRM) mechanisms and other relevant automation tools
A proactive, problem-solving approach to new tasks and responsibilities. High ownership
Experience in an early startup is a plus, but ability to thrive in an ambiguous environment is non-negotiable
Nice to haves include any other specific tactical skills you can lend to an early startup including event and IRL marketing, digital marketing, design & creative skills, payments or legal, technical, finance, compliance, etc.
Why Join JoeyCo?
Opportunity to be a foundational member of a category defining mission-driven company
Direct impact on the success and growth of the company, including deep partnership with CEO/Founder (hi! me again :) )
Direct impact on the lives of our customers & Joeys and their wellbeing, now and in the future
Company Ownership. This position will be compensated in part with company equity -our success is your success.
Deep respect for individual circumstances, work preferences and personal commitments.
JoeyCo is built on the belief that every person’s unique perspective is worth celebrating
How to Apply: If you are excited about the prospect of building JoeyCo, please send me your resume and a cover note to alison@withjoey.com. I really do mean cover note - briefly, casually tell me what’s going on in your world and why you are interested - I don’t want a canned cover letter please!