What are the responsibilities and job description for the Operations & Customer Success Associate position at Volley?
About Volley
Volley is the first assessment and training system built for racquet clubs. It gives every player a smarter way to train and turns empty court time into recurring revenue. Our machines live at clubs across the country, and our job is to make sure the fleet stays running, keeping players on the court and keeping club operators happy. We're a small, fast-moving team, and this is the first role of its kind on our operations side.
The Role
This is a hands-on, do-a-bit-of-everything role for someone who likes solving problems in person and over the phone, isn't afraid to open up a machine, and can stay organized when three things need attention at once. You'll be the connective tissue between our clubs, our hardware, and our product team — the person who makes sure things actually get done.
Because this is our first generalist hire in operations, the role will grow and shift as you do. We're looking for someone who treats ambiguity as opportunity rather than obstacle.
What You'll Do
- Support our clubs. Field support tickets and troubleshoot machine issues, whether that's diagnosing a connectivity problem remotely or walking a club manager through a fix.
- Keep the hardware moving. Manage inventory, coordinate shipping, and handle repairs so machines get where they need to be and get back into service quickly.
- Close the loop with product. Spot patterns in what clubs and players are running into, and feed clear, useful insights back to our product and development team.
- Back up operations. Pitch in across day-to-day operations wherever the team needs an extra set of capable hands.
- Take on the ad hoc. Own customer-facing projects that don't fit neatly into a box — because a lot of the early work here won't.
What We're Looking For
Must-haves
- Strong customer-facing instincts — you're clear, warm, and reassuring with people, and you represent a brand well.
- Comfort with hands-on, physical work — you're happy handling, moving, and tinkering with hardware.
- Genuine aptitude for tools and technology — you pick up new software quickly and aren't intimidated by a dashboard, a spreadsheet, or a diagnostic tool.
- Organized and reliable, with the judgment to prioritize when everything feels urgent.
- Based in or able to reliably commute to Lancaster, PA (this is an on-site role).
Nice-to-haves
- Familiarity with racquet sports (pickleball, tennis, padel, or platform tennis) and the club world.
- Prior experience in customer success, operations, field service, or a similar hands-on support role.
Why This Role Is Worth It
You'll have real ownership from day one, direct exposure to how a growing hardware-plus-software company actually runs, and a clear path to grow as the operations function grows around you. If you want a job where you learn fast and your work visibly matters, this is it.
Volley is an equal opportunity employer. We consider all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.