Help build the OS for the next generation of creators

doola is building the OS for the next generation of online creators. Formation. Legal Docs. EIN. US Address. Bank Account. Payments. Taxes. Website. US Phone Number. $1000s in Software Perks. And More. We handle the operational details. You grow your business. From start to six figures+ in revenue, we're with our companies for the long term. Welcome to your business's OS.

Our mission is to unlock the power and potential of human entrepreneurship and democratize access to wealth creation by empowering anyone in the world to turn their dream idea into their dream US business.

The Operations Analyst will join the Operations team and report directly to the Head of Operations. This team delivers insights, strategy, and technology solutions to unite our product and service teams across the customer journey. This individual will partner with internal stakeholders across operations, product, engineering, and marketing, to help us continue to build best-in-class experiences for doola customers.

The Operations Analyst will drive priority initiatives, develop and expand a robust cadence and operating rhythm, drive customer research and analysis around the full customer experience, test hypotheses, and deliver insightful recommendations to leaders on how we can improve and craft the best experience for our customers.

The Operations Analyst will also be responsible for making system changes to any platform in the Operations tech stack including Internal CRM, Chatbot, etc. 

Key Responsibilities

• Manage, configure, and optimize HubSpot CRM, ensuring efficient workflows, automation, and data integrity.
• Maintain and improve integrations between HubSpot and other operational systems (e.g., billing, support, analytics)
• Monitor system performance, troubleshoot issues, and implement enhancements based on business needs.
• Collaborate with cross-functional teams to align CRM processes with business objectives.
• Create and maintain documentation for system configurations, workflows, and best practices.
• Provide training and support to internal teams on HubSpot usage and new system features.
• Develop and implement automation strategies to enhance operational efficiency and reduce manual tasks
• Perform analysis of customer reviews and feedback and generate reports with actionable insights and recommendations
• Run analytics across the CS & Operations organization and report on a weekly basis
• Participate in the ideation process for improving the product and our internal CRM to enable high-impact self-service options, decrease contact volume, and facilitate resolution/satisfaction upon customer contact
• Run ad-hoc analytics requests, create reports and needed visualizations
• Maintain and update relevant FAQs and documentation for both customer-facing FAQs, and internal staff
• Manage incidents relating to platform outages
• Lead and support cross-functional projects across operations and product
• Develop and manage project plans for cross-functional initiatives
• Provide business insights and recommendations based on data that will drive our strategy and growth
• Ensure operating team readiness when launching new features and customer experiences
• Serve as point of contact for consultations from product and engineering teams on every product change and business rule modification
• Perform root cause analysis across any issues impacting operations

About You

• Fast learner, with the capacity to develop expert knowledge of how the product works, including business rules, regulatory requirements, and potential errors at each stage of the product lifecycle
• 5+ years experience with Hubspot is a requirement
• Experience working in a startup environment in a similar role
• 5+ years in customer operations (i.e. customer success, customer experience, customer support)
• Strong execution skills and ability to drive action and accountability
• Strong product intuition and experience discovering and solving customer pain points
• Excellent communication and presentation skills, accommodating both engineering and business stakeholders
• Excellent work ethic, high productivity, and acute attention to detail needed
• Excellent analytics and problem-solving capability
• Desire to identify and implement process and product improvements
• Highly organized, able to prioritize work effectively, and acute attention to detail
• Follow-up skills and a strong sense of accountability and ownership are a must
• Expert knowledge of contact volume, topics, and how we serve, including handling time, resolutions, etc.

doola is building the OS for the next generation of online businesses. Formation. Legal Docs. EIN. US Address. Bank Account. Payments. Taxes. Website. US Phone Number. $1000s in Software Perks. And More. We handle the operational details. You grow your business. From start to six figures+ in revenue, we're with our companies for the long term.

Our mission is to unlock the potential of human entrepreneurship and democratize access to wealth creation by empowering anyone in the world to turn their dream idea into their dream US business.

We're seeing some exciting growth right now. Our product resonates strongly with customers worldwide, and we have worked with entrepreneurs on every continent (except Antarctica, yet!). We're backed by some of the top investors in the world, including Nexus Venture Partners, HubSpot, Y Combinator, and HustleFund. We know we're only scratching the surface of what's possible in terms of the value we know we can provide.

doola is proud to be an equal-opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. doola considers qualified applicants with criminal histories consistent with applicable federal, state, and local law. doola is also committed to providing reasonable accommodations for talented individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation made due to a disability, please let your recruiter know.

To get a sense of the technology we use at our company, and the hard/interesting technical problems we're solving, here is what we look for in full stack engineers:

• Thoughtful problem-solving: For you, problem-solving starts with a clear and accurate understanding of the context. You can decompose tricky problems and work towards a clean solution, by yourself or with teammates. You're comfortable asking for help when you get stuck.
• Shipping quality user interfaces: You can work with others to build and maintain quality user interfaces for a big audience, using Web technologies like HTML, CSS, JavaScript, and a modern UI framework like React. If you've experienced the technical challenges of rapid growth, that's a plus.
• Familiarity with the backend: You understand how parts of a system fit together—from the user interface to the data model. Experienced candidates should be familiar with relational and document-oriented database systems like MySQL and MongoDB.
• Pragmatic and business-oriented: You care about the business impact of what you're building, and you prioritize projects accordingly. You're not just going after cool stuff—you understand the balance between craft, speed, and the bottom line.
• Put users first: You think critically about the implications of what you're building and how it shapes real people's lives. You understand that reach comes with responsibility for our impact—good and bad.
• Not ideological about technology: To you, technologies and programming languages are about tradeoffs. You may be opinionated, but you're not ideological and can learn new technologies as you go.
• Empathetic communication: You communicate nuanced ideas clearly, whether you're explaining technical decisions in writing or brainstorming in real-time. In disagreements, you engage thoughtfully with other perspectives and compromise when needed.
• Team player: You understand when work is better, together. You enjoy collaborating cross-functionally to accomplish shared goals, and you care about learning, growing, and helping others to do the same.
• Bonus points: You're proficient with any part of our technology stack: React, TypeScript, Node.js, and MongoDB.