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Operations Associate

at Tetra

New York, United States

About Tetra 

Tetra is leading the clean energy transformation by adding transparency and efficiency into a forgotten industry. Home improvement contractors are left in the past, lacking automation and technology to run and scale their small business. This leaves homeowners without the necessary information to make easy, fast decisions and creates a painful buying process. 

Homeowners are also unaware they can reduce carbon emissions and lower their utility bills. We provide the most efficient and affordable options to homeowners, improve their experience, and coordinate the installation of home improvement projects. In doing so, we're “super powering” contractors by automating admin tasks and allowing them to focus on installation excellence and customer happiness. 

We’re starting by transforming heating and cooling replacements for property owners, a $120 billion industry which makes up 12% of total energy usage in the US. Federal and state governments allocate billions of dollars in incentives to help homeowners choose high-efficiency systems—now at unprecedented levels thanks to the Inflation Reduction Act of 2022—but the dollars are historically underutilized due to lack of customer awareness. We’re democratizing and unlocking those incentive dollars starting in our home state of Massachusetts, and soon expanding to many new markets.


About the job

With our significant early traction and Seed round co-led by Lerer HippeauGutter Capital, and an angel syndicate of industry and startup gurus, Tetra is looking to add to our Operations team. An Operations Associate at Tetra is the keystone of our business, owning the majority of the customer experience. It’s part operations, part customer service, part contractor relationships, and all problem-solving.

It’s responsible for smoothly and efficiently bringing our customers from sale all the way through a successful install and beyond, providing an experience they can’t help but tell their friends and family about.

Our 16-person team is mostly based near Boston, MA but we’re distributed across 4 states and work remotely. This role reports to Tetra’s Operations Manager.


What you’ll do

  • Take full ownership of the experience after homeowners have chosen Tetra for their home energy upgrade and once they’ve completed our post-sale document collection and financing process. This includes:
    • Conducting a virtual walkthrough of the home, or coordinating an in-person one with a contractor.
    • Communicating any required changes to the customer and updating documentation.
    • Ordering equipment and materials for the install, and coordinating deliveries.
    • Scheduling the install with a qualified HVAC contractor in our network and any additional contractors needed to complete the work.
    • Serving as a primary point of contact for both customers and contractors prior to and during the install, organizing logistics and troubleshooting problems as they arise.
    • Being a resource after the install if issues arise, and for when we begin to sell additional products and services to homeowners.
  • Manage a portfolio of customers at various stages of the above process, strategically prioritizing and shifting focus as needed to keep our operational pipeline running smoothly.
  • Work as part of an Operations team to identify problems and inefficiencies in our process, ideate solutions, and implement them.
  • Consistently demonstrate good judgment and accountability by making thoughtful decisions when the path is not clear and communicating effectively with your manager.
  • Own individual goals around revenue realization, customer satisfaction, average time to install, and gross margin.
  • Help cover for fellow Operations Associates and onboard new ones as needed.
  • Help our Product and Engineering teams understand the inefficiencies in your work, as well as the pain points our customers experience, to assist in building technology to solve these problems.


What we’re looking for

  • Excellent execution skills
    • An Operations Associate needs strong project management and time management skills, owning dozens of customers that might require action at any given time. You’ll be equipped with best-in-class and ever-improving tools and processes, but those alone won’t create success. Succeeding in this role will require staying very organized and being able to manage workload deftly and re-prioritize quickly when needed.
  • Strong communication skills
    • This role involves frequent customer and contractor interaction, so a customer service mentality and thoughtful communication are key. 
  • A team-centric approach
    • The Operations Associate will coordinate closely with a variety of internal team members, including Sales Reps, Contractor Success Managers, and other Operations Associates. Especially given our early stage, having open, positive communication and a willingness to jump into problems you didn’t create or don’t technically “own” in service of the team is essential.
  • HVAC understanding
    • Success in this role will benefit from understanding the nuances of installing HVAC systems in homes, though it isn’t a must. What is a must is an ability to quickly learn about the products we sell and a desire to make us better at solving the challenges we run into.


Diverse perspectives  

We know that innovation thrives on product teams where diverse points of view come together to solve hard problems. We seek people that bring diverse life experiences, educational backgrounds, cultures, and work experiences.   

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 


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