Founded by busy parents and backed by a team of smart people who want to make a difference, UrbanSitter is building the world's first childcare marketplace, where parents and babysitters meet through shared connections.
We're providing flexible on-demand child care solutions for families, while helping caregivers find babysitting jobs and nanny positions.
UrbanSitter leverages personal connections to help parents pinpoint babysitters who have been hired and reviewed by friends, parents from school or local parenting groups.
Our real-time scheduling and mobile payment technology brings the power of efficiency to an otherwise old-fashioned process.
About the company: UrbanSitter is a leader and innovator in the On-Demand economy that is reinventing the process of finding trusted childcare. UrbanSitter leverages web, mobile apps and the social graph to create a marketplace that connects parents with the sitters most trusted by their community, and provides sitters independence and personal growth through flexible, enjoyable well-paid work when they need it. UrbanSitter is located in the heart of the Financial District in San Francisco. We are a Series B company venture-backed by First Round Capital, DBL Investors, Menlo Ventures, Rustic Canyon Partners, and Canaan Partners. Our company offers competitive salaries and benefits that include comprehensive health coverage, stock options, babysitting credit and team building activities.
About the team: The User Operations team plays a pivotal role in ensuring that parents and sitters have a successful, safe, and positive experience. Customer support via email serves as the foundation for this position, but this is not your everyday customer service job. The three core areas of focus for the User Ops team are Customer Support, Babysitter Onboarding, and Trust & Safety. Successful candidates must be able to demonstrate their ability to think critically, work with ambiguity, and make data-driven decisions. The responsibilities of this role are dynamic, and you will regularly be asked to solve problems independently, organize initiatives, and improve team processes.
This is the perfect opportunity for an experienced support/operations professional or a tech-savvy self-starter who is eager to be a part of a startup.
Respond to email inquiries from parents and sitters
Identify bugs or issues that may be impacting the member experience
Review and assess babysitter profiles
Moderate user-generated content
Administer and normalize user submitted data
Review flagged content, enforce site policies, and promote marketplace integrity
At least 2+ years of related work experience OR substantial experience as an active parent or sitter on the UrbanSitter platform
Strong customer empathy
Excellent attention to detail
Sound judgment and professionalism
Ability to multi-task, switch focus, and comfortably handle ambiguity
Top notch written and verbal communication
Web, iOS, Android, Mac, and PC savvy
Ability to work a Sunday to Thursday full-time schedule
Proficiency with Zendesk
Experience working on teams with a Trust & Safety component
Experience with QA or detailed technical troubleshooting
High level of proficiency in Excel
To apply, please submit the following via email to firstname.lastname@example.org with the subject line "User Operations Associate":
A brief cover letter: tell us about your experience, achievements, interests, and why you want to work at UrbanSitter