Operations Coordinator

Thanks for your interest in working with us! Defendify is a fast-growing, fun-loving cybersecurity startup with a small, vibrant team based in Portland, Maine. Resourcefulness, responsiveness, problem-solving, positivity, and simplicity are values that shape who we are, what we do, and how we deliver amazing customer experiences.

Position Details

We’re looking for an Operations Coordinator to join us full time. Someone passionate about the everything operational, from the critical and necessary administrative efforts that make the machine go to the intricate and exceptional things that enable the machine to go fast.

This position sits uniquely at the intersection of day-to-day business activity and mission-centric operational growth strategy. Work daily to develop and deploy Defendify’s business operational efficiency with a key focus on process analysis, development, planning, coordination, and execution.

The successful candidate is computer-savvy, detail-oriented, and proactive with an entrepreneurial passion for continuous improvement, attention to detail, and effective communication.

You will directly support the business operations of a fast-paced SaaS startup, touching everything from general business operations, financial systems administration, and IT coordination, to product provisioning, delivery, customer support, and quality assurance.

About You

We are looking for someone who knows and loves people, process, and technology, including critical components of customer support and success. Someone who understands the startup scene, cares about cybersecurity and small businesses, enjoys engaging with team members and customers alike, and has previously worked in or around SaaS models. The ideal candidate:

• Cultivates effective communication and interaction with internal and external team members to develop and execute on operational efficiency and growth strategies.
• Has a passion for solving problems with a can-do attitude (i.e. the glass is half full!) and who is always eager to roll up their sleeves, learn, grow and tackle new challenges.
• Is attuned to the interplay of product, engineering, sales, marketing, and support with a knack for understanding and coordinating across disciplines.
• Is driven to deliver quality in all aspects of the job, from culture and communication to workflows and workmanship.
• Is empathetic, toward both internal and external customers, and who prioritizes and takes pride in their sense of urgency and exemplary attention to detail.
• Is creative and intuitive, known for clever and outside-the-box thinking balanced against the realities of bandwidth, budget, and feasibility.
• Enjoys participating in team discussions and events, including Defendify’s ongoing charity work and missions within the community.

Responsibilities

Your efforts will cover a wide variety of administrative and business operations activities in a dynamic startup environment. Key responsibilities include:

• Coordinating and driving the operations charge, building processes, business improvements and executing key strategies.
• Product support handling inbound ticket requests, follow ups, maintenance, communication, issue resolution, and escalation—internally and externally.
• Coordinating IT support in collaboration with internal and external resources.
• Assisting with onboarding for customer, partners, new employees, and vendors.
• Building documents and reports for customers and partners.
• Performing key administrative functions across proprietary and cloud-based applications, including moves/adds/changes, data audits, and new account setups.
• QA for automated reporting for data integrity and develop client-facing reports.
• Interfacing regularly with internal teams, third-party vendors, and clients to ensure alignment and successful deployment of services.
• Developing internal/external knowledge base documentation and supporting materials.
• Generally coordinating and supporting scheduling, projects, office management, research, data entry, finance, HR, and record keeping tasks as well as IT support in collaboration with internal and external resources
  

The ideal candidate should be proactive and organized with an eye for detail. The ability to independently manage projects and prioritize tasks will ensure success. We are looking for a team player who:

• Has 3+ years of direct operations and customer support experience.
• Has excellent written and oral communication skills.
• Enjoys a fast-paced environment.
• Has a sense of urgency and can prioritize and follow through on task and project completion.
• Is computer-savvy and loves to utilize a variety of modern software tools such as web-based software for project management, proposal generation, finance management, service ticketing, as well as Adobe & Microsoft Office suites.
• Is comfortable with basic data manipulation, especially for successfully cleansing, importing, and exporting data and files between key applications.

The Team

Work daily with a small but awesome team across all disciplines including leadership, which is also supported by external resources and key advisors as needed. We thrive in a collaborative environment that prioritizes transparency and integrates product and support across all company functions including management, sales, marketing, customer success, and operations.

Your Success

You are not alone in your role – the Defendify team is made up of "A" players dedicated to your training and success. We thrive on an open-door policy and transparent management system that fosters team collaboration.

Compensation and Benefits

This is a flexible position open to candidates with varying levels of experience and offers long term growth potential. Compensation is competitive and commensurate with experience, and is variable based on personal and team performance. Our benefits package is comprehensive and includes health, dental, and vision coverage, educational reimbursement, a 401(k) program, paid time-off, employee stock options, and more.

Love What You Do

With Defendify everyone enjoys a flexible work environment allowing team members to work remotely and/or from our head office in Portland, ME. It’s a fun and energetic culture where everyone genuinely cares about the work they do. We're passionate about our product, the problems we're solving, our customers, our partners, and our team. We're in it together, enjoying work and play every day. That includes impromptu social outings and celebrations, company huddles and meetups, team building events, and charity work—even in a remote team digital world!

Opportunity Knocks

This position offers a great opportunity to make an impact as a part of a small team solving big problems, making cybersecurity possible for Small Business. Are you a creative self-starter with an appetite to learn and grow? If so, we'd love to hear from you!