Operations Lead

About Burst

Americans leave billions of dollars in FSA and HSA accounts unspent every year, mostly because using those funds is confusing. Burst makes it simple. We help people use their pre-tax health dollars on the health and wellness they already pay for, and we help the businesses they love (gyms, studios, clinics, and wellness brands) accept those dollars with no extra work.

We're a small, fast-moving seed-stage company. Our customers and merchant partners are growing quickly, and we need someone to make their experience run smoothly as we scale.

The role

As Operations Lead, you'll own the day-to-day experience of the people who use Burst: both the consumers claiming their benefits and the merchants offering Burst to their customers. You'll start close to the ground, solving real customer and merchant problems yourself. Your bigger job is making sure each problem only needs solving once, by turning what you learn into automation, better processes, and product improvements.

This isn't a traditional support role. Customer experience is a big part of the job, but we're looking for an operator who would rather fix the system than answer the same ticket twice.

What you'll do

• Own the consumer experience. Resolve the questions and edge cases that come up as people get reimbursed for eligible purchases, and make sure every customer leaves with an answer.
• Own the merchant experience. Help new merchant partners get set up and see value from Burst quickly, and be their go-to when something needs attention.
• Automate relentlessly. Use available and new tools to diagnose issues, find root causes, and build fixes, so more and more of our support gets resolved automatically.
• Close the loop with product and engineering. Spot patterns in what customers and merchants run into and turn them into clear, prioritized improvements.
• Build the playbooks. Write down how things work so they scale beyond you: processes, help content, and the knowledge our automated systems rely on.
• Grow into the business. Over time, take on more merchant-facing work, including partnership and sales conversations.

What success looks like

• Goal: 80+ % of support requests get resolved automatically, with routine questions handled end to end and only the genuinely tricky ones needing a person.
• Merchants get value from Burst the same hour they sign up.
• Customers and merchants trust Burst because issues get resolved quickly and stay resolved.
• Your processes and documentation make the whole team faster.

About you

• 1–2 years of experience in operations, customer success, consulting, or a similarly hands-on role, ideally at a startup.
• Very comfortable using AI tools to dig into problems, diagnose what's going on, and build fixes yourself.
• Resourceful and persistent: when you hit something unfamiliar, you figure it out.
• You think in systems. Solving a problem once isn't satisfying until it can't happen again.
• Clear, warm communicator with both everyday consumers and business owners.
• Coachable, ambitious, and excited about the pace and ownership of an early-stage company.
• Bonus: familiarity with FSA/HSA, healthcare payments, or small-business software.