[Remote] Founding Client Operations Lead

Note: The job is a remote job and is open to candidates in USA. Uprise is a premium tax and advisory firm aiming to optimize finances for clients with complex financial situations. As the Client Operations Lead, you will design and implement the operating model for service delivery, ensuring a high-touch experience while scaling operations efficiently.ResponsibilitiesMake premium scale. Figure out how a small team delivers a high-touch, proactive experience to a client base several times larger than today's, without delivery costs rising at the same rate, and while we drive toward profitabilityMake the experience survive peak season. Like most of the industry, our service is hardest to hold during the crush of tax season. Build the operating model and accountability that keep it strong year-roundHold the line on scope. Premium doesn't mean bespoke. Design a small, well-defined set of service tiers and the guardrails that keep one-off customization from eroding margin, while keeping clients and partners happyThe end-to-end delivery model across the client lifecycle: onboarding, document collection, preparation, review, filing, and year-round advisoryService standards and SLAs: communication cadences, response times, and the proactive touchpoints that make the experience feel premium rather than reactiveThe capacity and staffing model across in-house and contract tax professionals, advisors, and ops support, including seasonal load planningA close partnership with the tax lead, advisory team, and partnerships team to deliver an integrated experience across our platform and RIA relationshipsWork with product and engineering to turn workflows into tooling and surface where the product should absorb manual workSkillsYou've built and scaled a people-delivered professional service operation, not software ops or a pure support functionYou know the difference between a longitudinal, multi-step, deadline-driven service and a ticket queueYou build SLAs, define scope, and resist one-off customization by instinct, and you do it while keeping clients and partners happyYou understand premium service operationally: high-touch delivered consistently, not bespoke work delivered ad hocYou've designed operating models that improved unit economics, and you can show the before and afterYou bring relevant domain grounding, or have ramped into a complex, regulated domain fast beforeExperience scaling operations in tax, accounting, wealth or RIA services, fractional finance, healthcare or clinical ops, or legal services travels well hereDeep tax expertise isn't required; we have a strong tax team for the technical depth and will rely on you for the operating modelYou're comfortable being hands-on at a startup, designing the system and sitting in the work to build itYou're excited to help rethink how tax and financial advice is deliveredBenefitsFlexibility. We're a remote team based across the U.S., and we come together once a quarter for focused collaboration and fun.Company OverviewUprise is building the future of financial advisory and tax planning for small business owners. It was founded in 2021, and is headquartered in San Francisco, California, USA, with a workforce of 11-50 employees. Its website is https://uprise.us.