Overview
Our operations are designed to support a scalable two-sided marketplace with efficient onboarding, service fulfillment, and customer support. We rely on a combination of internal team roles, automation, and third-party platforms.
Team Structure
| Role | Responsibility | Hiring Phase |
|---|---|---|
| Operations Manager | Oversees daily logistics and provider support | Q1 |
| Customer Support Rep | Responds to homeowner inquiries and escalations | Q2 |
| Field Recruiter | Onboards new providers regionally | Q1 |
| Scheduler | Coordinates time-based bookings | Q2 (if demand requires) |
Workflow Diagram
(Insert flowchart here showing steps from customer booking to provider match, job completion, and review)
Example:
- Customer submits job request
- System matches to provider
- Confirmation sent to both parties
- Job completed
- Payment processed + feedback collected
Tools and Technology
- Booking Engine: Custom platform (web + app)
- CRM: HubSpot (providers) + Freshdesk (support)
- Scheduling: Calendly API
- Communication: Twilio SMS, Slack internal
- Data Management: Airtable + Notion SOPs
Scaling Plan
| Growth Phase | Key Hires | Tech Upgrades | Process Improvements |
|---|---|---|---|
| Pilot (Q1) | 2 reps | Manual workflows | Daily ops syncs |
| Launch (Q2) | 3 ops hires | Workflow automation | Provider dashboard |
| Scale (Q3-Q4) | 6+ regionals | Full internal toolset | Real-time support |
KPIs (Optional)
| Metric | Target | Notes |
|---|---|---|
| Provider Onboarding Time | < 3 days | Faster = better liquidity |
| Booking Fulfillment Rate | 90%+ | % of completed vs. requested |
| Support Resolution Time | < 2 hours | Helps with retention |