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Optionality is an AI-powered platform helping SME owners understand their company's value, increase it, and prepare for succession or sale. Backed by iNovia Capital, Luge Capital, and Google for Startups, the company is scaling rapidly and building out its customer experience function from the ground up.
You will be the foundational hire for customer experience and operations, reporting to leadership with significant autonomy to shape processes and culture. Your responsibilities span two core areas:
Operations & Process Design: You'll establish the operational backbone—designing, documenting, and continuously improving customer experience workflows. You'll create the tools, templates, checklists, and documentation that enable the team to scale. This includes setting up CRM systems, defining handoff protocols between teams, and building repeatable processes for both business owner and advisor segments.
Client Onboarding & Success: You'll structure and own the new client onboarding experience, guiding both SME owners and professional advisors through their first wins on the platform. You'll maintain rigorous case management, serve as the bridge between customers and internal teams, and escalate client feedback to product and leadership.
The platform addresses complex financial concepts—exit planning, business valuation, financial structuring—that you'll learn on the job. Success requires curiosity, comfort with numbers, and the ability to translate complex ideas into clear client guidance.
You'll work in a startup environment where you're genuinely building a function from zero, with real impact on how the company scales. The leadership team is hands-on and supportive, and you'll have ownership to define ways of working.
Ideal candidates bring 2–4 years in customer experience, operations, or client-facing roles. You're organized, process-oriented, and thrive in ambiguity. Bilingual French/English proficiency (professional level, written and spoken) is essential. Nice-to-haves include startup experience, familiarity with CRM tools like HubSpot, and interest in finance or entrepreneurship.
