Operations Analyst, Consumer
Hybrid (Hybrid: New York, NY)$100k - $110kFull-timePosted 2w ago
About the role
Cape Operations Analysts are the frontline customer success operators responsible for high-volume, technically-driven customer interactions, testing and troubleshooting the network, and building scalable operational playbooks to support Cape’s privacy-centric mobile network.
Responsibilities
- 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.
Qualifications
- Bachelor’s Degree or equivalent experience: Background in business, operations, national service, or a related field (preferred).
- Strong Verbal & Technical Communication: You can lead a technical conversation with engineers and customers with clarity, authority, and empathy.
- The 'Star Player' Mindset: Ability to handle high-volume tasks and multitask across multiple customer issues simultaneously.
- 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.
- Bonus Points: Experience with supply chain, logistics, eCommerce, or telecommunications workflows; Experience with basic product quality assurance, mobile app testing and bug tracking; Familiarity with mobile device troubleshooting, command line, radio communications, or other technical flows.
Skills
Required:Verbal & Technical CommunicationHigh-volume task management
Nice to have:Leadership
Benefits
- 401(k) match
- 100% coverage of medical, dental, and vision premiums for you and your dependents
- 12 weeks paid parental leave (for all parents, no waiting period)
- Stipends for Family-forming needs
- Stipends for Gender-affirming care
- Unlimited PTO
Last updated Oct 21, 2026. Interested? Apply on the company site.
About Cape
Cape is premium wireless coverage with an added layer of personal security.
Cape is premium wireless coverage with an added layer of personal security. Talk, text, and live with the confidence that you’re protected.
wireless coveragepersonal securityprivacy-firstmobile securityeSIMprivacy-oriented
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