Operations Analyst, Consumer

ABOUT CAPE Cape is America’s privacy-first mobile carrier. Our mission is to be a force for good in global wireless. Cape was founded in 2022 by people who believe privacy is a fundamental right, not a luxury to be traded away. Our journey began when our founder recognized a critical vulnerability in our modern world: everyone relies on the same stagnant cellular infrastructure and legacy systems that track our every movement, monitor and profile our connections, and lose and sell our personal data. Instead of accepting the status quo, we decided to fix it. National security professionals, journalists, parents, and everyone in between can stay connected and have privacy. We didn’t just build a layer on top of old tech; we built America’s most private and secure mobile carrier from the ground up. By building our own network from scratch, we are able to design and build a suite of privacy and security features that no other carrier on the planet can offer. Today, Cape provides our secure network to consumers, businesses, and government agencies alike. We closed our Series C in March 2026, and we are scaling rapidly, with the goal of giving people back control of their most personal information. THE TEAM At Cape, we are the architects of a privacy-centric movement that is just getting started. We are relentless builders, constantly innovating at the edge of what's possible in telecommunications. We operate on a foundation of high trust and high expectations. Our structure is flat, and collaboration matters more than hierarchy. As a member of our team, you will collaborate with world-class engineers, architects, and visionaries, and work across organizational lines to solve "impossible" problems and deliver mission-critical results for our users every single day. THE ROLE Cape Operations Analysts are the high-stakes go-getters who handle our most critical customer touch points. We are Cape's frontline customer success team - technical operators who take on high-volume workflows that impact our privacy-focused Telco business. You will be responsible for managing complex customer interactions and technical troubleshooting, while simultaneously building the operational backend to lead and scale Cape. We are looking for a detail-oriented, proactive Operations Analyst who is a motivated go-getter and a clear communicator to join our team. Your primary mission is to guarantee customer success, testing the network, confirming reliability, and running down every customer issue until it's resolved. You will be the voice of Cape's customers, closing the loop between the field and our engineers. You'll surface issues, drive fixes, and confirm resolution back with the customer, helping build one of the best-supported networks in the industry. As we grow, you will transition from executing these tasks to building the team and the scalable playbooks that power them. WHAT YOU’LL WORK ON - 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. EXPERIENCE - 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 without dropping the ball. - Leadership Potential: Experience (or a clear desire) in managing people and workflows; you want to build a team, not just work solo. - Bachelor’s Degree or equivalent experience: Background in business, operations, national service, or a related field (preferred). - 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, specifically mobile app testing and bug tracking - Familiarity with mobile device troubleshooting, command line, radio communications, or other technical flows. COMPENSATION We offer competitive compensation that is geo-adjusted based on your location, along with meaningful equity so you share in the value you help create. Salary range for this role in New York, NY or Arlington, VA is $100,000-$110,000 depending on experience and interview performance. Our benefits include: - 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 - Gender-affirming care - Unlimited PTO OUR CULTURE & VALUES - We hire excellent people, give them outsized responsibility, and trust them to execute. Every person at Cape has a proven track record of tackling hard problems and winning. - We believe that personal privacy and national security are not at odds, and that they can be reconciled through strong technology. - We believe companies exist to build awesome things and take care of the people who build them, so we offer top-tier healthcare, 401(k) matching, and a generous vacation policy that our team actually uses to recharge. - We believe that a stronger company and a better product are built by people from all walks of life. We hire without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital status, disability, or Veteran status. If you are great at what you do, you belong here. HOW TO APPLY Click the link below to apply. We reserve the right to make use of any unsolicited resumes received from outside recruiting agencies and / or individual recruiters without being responsible for payment of any fees asserted from the use of unsolicited resumes. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, and without regard to disability or status as a protected veteran, or any other status protected by law.