Operations Analyst (Consumer)

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

Benefits

• Paid maternity leave
• Paid paternity leave
• Commuter benefits
• Vision insurance
• Medical insurance
• Disability insurance
• Dental insurance
• 401(k)

Preferred experience

• We are looking for a detail-oriented, proactive Operations Analyst who is a motivated go-getter and a clear communicator to join our team
• The “Star Player” Mindset: Ability to handle high-volume tasks and multitask across multiple customer issues simultaneously without dropping the ball
• Leadership Potential: Experience (or a clear desire) in managing people and workflows; you want to build a team, not just work solo
• Prior Experience: Proven track record in a fast-paced operations role, customer support, or executing high-volume technical tasks
• Strong Verbal & Technical Communication: You can lead a technical conversation with engineers and customers with clarity, authority, and empathy
• Bachelor’s Degree or equivalent experience: Background in business, operations, national service, or a related field (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