Why This Job is Featured on The SaaS Jobs
This Operations Analyst role stands out in the SaaS ecosystem because it sits at the intersection of product, customer operations, and technical workflow ownership. While the company operates in a privacy focused wireless context, the work resembles what many SaaS businesses face when onboarding customers from legacy systems: high consequence migrations, reliability expectations, and the need to translate real world issues into product and process improvements.
For a SaaS career path, the role offers a practical view into how operational quality is built, not just measured. Ownership of end to end porting flows, plus involvement in mobile QA and feedback loops to engineering, develops the kind of cross functional operating judgment that scales across SaaS functions such as Customer Operations, Implementation, Support Engineering, and RevOps. Experience identifying manual bottlenecks and partnering with engineering on automation also maps directly to common SaaS maturity milestones.
This is best suited to professionals who like being close to customer impact while staying comfortable in technical detail. It fits someone who prefers structured problem solving, clear communication in live interactions, and accountability for outcomes, with an interest in eventually formalising playbooks and helping shape how an operations function runs.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
The Company
Cape was founded in early 2022 by Palantir and Anduril alums with deep expertise in privacy and national security. While running Palantir’s US national security business, our CEO became passionate about privacy and security on mobile devices. Our mission is to be a force for good in global wireless.
At Cape, we are not just another cellular service provider; we are the architects of a privacy-centric movement that starts with the devices in your pocket. We are building a cellular network that helps citizens, including those responsible for our nation’s security, regain control of their own data.
We believe that where we are, where we go, and whom we are with are among our most personal information and should be kept private. Privacy is not something you achieve by limiting yourself or by doing less, it is a set of features to be built so you can do more. We have raised money from Andreessen Horowitz and other top-tier VCs, and are excited to grow the team.
The Team
We are relentless builders, constantly pushing the boundaries of what's possible and bringing to life ideas that have never before existed. Innovation is at the core of everything we do. At Cape, we trust our team to deliver greatness and empower them to make a profound impact. As a member of our team, you will collaborate seamlessly with our diverse group of talented engineers and other team members, enjoying dynamic interactions with colleagues from across the organization.
The Role
Cape Operations Analysts are the high-stakes go-getters who handle our most critical customer touchpoints. This isn’t just a "support" role—you are a technical operator fielded to take on high-volume workflows that impact our privacy-focused Telco business. Specifically, you will spearhead the customer porting experience, acting as the bridge for users moving from legacy carriers to Cape. You will be a star player on the front lines, managing complex voice interactions and technical troubleshooting, while simultaneously building the foundation to lead and scale our voice operations team.
We are looking for a detail-oriented, proactive, and highly verbal Operations Analyst to join our team. Your primary mission is to ensure a seamless transition for new customers by orchestrating the porting process from end to end. You will be the voice of Cape, solving technical hurdles in real-time and providing high-touch service. As we grow, you will transition from executing these tasks to building the team and the scalable playbooks that power them.
Here are some ways you’ll make an impact:
Orchestrate Porting Workflows: Own the critical path of porting customers from other carriers, resolving technical blocks and ensuring zero downtime for the user.
Spearhead Voice Operations: Lead direct customer voice interactions to resolve high-stakes issues, eventually hiring and managing the team that handles this function.
Drive Mobile Quality Assurance: Act as a critical internal tester for our mobile applications, identifying bugs and providing feedback to ensure the app experience is as seamless as our porting process.
Build Scalable Solutions: Identify manual bottlenecks in the current process and collaborate with engineering to build automated, more efficient tools.
Advocate for the User: Provide direct input to engineering on trends impacting customers, ensuring our product evolves to meet real-world "in-the-field" needs.
Own the Outcome: Learn new operational processes rapidly and take full accountability for their success as Cape scales.
Are you the candidate we are looking for?
Strong Verbal & Technical Communication: You can lead a technical conversation over the phone 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 carrier porting or telecommunications workflows.
Experience with basic product quality assurance, specifically mobile app testing and bug reporting.
Familiarity with Linux and radio communications or other technical flows.
Experience working with the DoD/Government in any operational capacity.
Our Culture
We are builders, and we choose to spend our time building things that matter. Many of our people have backgrounds in Defense Tech as well as the defense and intelligence community. We build to win.
We hire excellent people, give them outsized responsibility, and trust them to execute at a high level. Everyone here has a track record of solving hard problems throughout their careers.
We believe that personal privacy and national security interests are not inherently at odds, and can be reconciled via strong technology.
We believe that companies exist to build awesome things and take care of their people. Our benefits reflect that– top-tier health care, 401(k) matching, and a generous vacation policy (that we actually use).
We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Achieving diversity across these categories will serve to make our company stronger and our product better.
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.
