Customer Operations Manager

Miscellaneous Rentals

Austin (TX)

On-site

USD 55,000 - 65,000

Full time

6 days ago

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Benefits offered by this job

Health insurance

Company outings

Dog & cat friendly office

2 weeks PTO

Job summary

Miscellaneous Rentals in the Austin area is seeking a hands-on leader for an on-site office role. You will manage the office, own the customer order journey, ensure accurate quotes and orders, and drive proactive sales follow-up to bookings.

You will train and develop Rental Coordinators, implement new CRM, and collaborate across departments to improve processes. This role demands ownership, accountability, and a strong focus on customer satisfaction.

Qualifications

Proven experience leading, managing, and holding a team accountable.
Experience overseeing operations, customer service, sales support, and order management.
Strong organizational skills with exceptional attention to detail.
Ability to manage multiple priorities and follow tasks through to completion.
Confident handling of customer concerns and problem resolution.

Responsibilities

Lead, manage, and hold the office team accountable for performance, accuracy, and follow-through.
Oversee the complete customer order journey from inquiry to post-rental follow-up.
Ensure quotes and orders are accurate, complete, and timely.
Maintain high levels of customer service and resolve questions or complaints.
Proactively follow up on sales to move quotes toward bookings and repeat business.
Manage team schedules, training, and payroll approvals.
Train and develop Rental Coordinators and delegate responsibilities as needed.
Own the office team’s use of TapGoods, Attio, and other essential systems.

Skills

Team leadership

Operational management

Process improvement

Customer service

Communication skills

Analytical mindset

Training & development

CRM systems

Cross-functional collaboration

Tools

TapGoods

Attio

Google Workspace

Slack

Strety

Job description

Misc. Rentals is hiring! But if you would like to be considered, you must follow the directions below under “How to Apply”.

THIS IS A ON-SITE OFFICE POSITION. You must live in the Austin, Texas area to be considered.

Who You Are

You are a proactive, hands-on leader who brings structure, accountability, and follow-through to a fast-moving environment. You understand the full customer journey and know how to balance excellent service with accuracy and operational efficiency.

You enjoy developing people, improving processes, adopting new technology, and working across departments to solve problems before they affect the customer. You are willing to learn every part of the department before determining how responsibilities should be delegated, and you take ownership of the final results.

This pivotal leadership role offers the autonomy to strengthen the office team, improve systems, and directly influence the continued growth of Miscellaneous Rentals. You will have the opportunity to showcase your strengths, expand your skills, and make a meaningful impact on the company’s future success.

Who We Are

We believe that people are amazing and can achieve remarkable and meaningful things when the culture they work in is optimized. We believe that every company can create a thriving culture. We believe human beings are a company’s most precious assets.

Our Values Are…

Mirror vs. Window: Misc Rentals values honesty and accountability. True integrity and honesty mean holding up a mirror to take full accountability for your failures, while looking through the window to give genuine credit to others for success.

Keepin it Real: Misc Rentals believes that when you keep it real, you lead with quiet confidence, embrace life with a fun-loving spirit, and let your genuine, humble self shine. You show up with authentic confidence, staying grounded in humility, and never losing your sense of fun.

Can do Attitude: At Misc we believe that a true can-do attitude is built on a strong work ethic, the resourcefulness to find solutions, and the reliability to see every task through. A can-do attitude isn't just about optimism—it’s working hard and being someone others can depend on.

Creatively Curious: At Misc we foster creative curiosity by thinking ahead, solving tough problems, and committing to getting better every single day. Creative solving problems with fresh ideas and never settling for 'good enough.'

Kind: At Misc we believe in the power of simply being kind. True kindness means being naturally friendly and inclusive, leading with a helpful-first mindset, and letting empathy drive genuine compassion for others.

Our Vision… We make rentals easy so you can focus on your event. We focus on building relationships with our clients, one rental at a time.

We are a traditional on-site company. That said, our company is based in the Austin Area. This role is an office on-site position. It is required to be fully onsite during business hours. Our business hours are 9am-5pm Central Time M-F and 10am-2pm Saturday.

Why This Role Matters

This is an opportunity to support a fast-paced event industry and grow with the company. There are 3 keys to success in this role:

1. Lead with Ownership and Accountability

Take responsibility for the office team’s performance and results. Set clear expectations, follow through on commitments, coach team members, and ensure delegated responsibilities are completed successfully.

2. Understand the Details, Then Improve the Process

Learn the complete customer and order journey before making changes or delegating responsibilities. Use that knowledge to document processes, improve systems, and create a more efficient and consistent operation.

3. Communicate and Collaborate Proactively

Stay ahead of customer needs, team challenges, sales needs and potential order issues. Communicate clearly across the office, warehouse, and Leadership Team to solve problems early and create a seamless experience for customers.

Key Responsibilities:

Lead, manage, and hold the office team accountable for performance, accuracy, and follow-through.
Oversee the complete customer order journey, from initial inquiry and quoting through fulfillment, payment, closeout, and post-rental follow-up.
Ensure quotes and orders are accurate, complete, and handled within established timelines.
Maintain a consistently high level of customer service and professionally resolve questions, concerns, and complaints.
Ensure proactive, consistent sales follow-up with current customers, new inquiries, and prospective clients to move quotes toward bookings, strengthen relationships, and encourage repeat business.
Manage team schedules, coverage, training, and payroll approvals.
Train and develop Rental Coordinators while delegating responsibilities based on team strengths, capacity, and business needs.
Own the office team’s use of TapGoods, Attio, and other essential systems.
Champion the implementation and adoption of the company’s new CRM.
Create, document, and improve processes that increase efficiency, consistency, and accountability.
Partner closely with the Warehouse Operations Manager to coordinate inventory, capacity, routing, delivery, pickup, and order details.
Track open orders, missing items, outstanding payments, and unresolved customer issues through completion.
Monitor department metrics, identify trends, and proactively address issues or opportunities.
Participate as an active member of the Leadership Team and contribute to company planning, priorities, and problem-solving.

Systems Used

Strety - Internal EOS & Project Management System
TapGoods - Rental software
Google Workspace - Internal System
Slack - Communication
Attio - CRM

Requirements

Proven experience leading, managing, and holding a team accountable.
Experience overseeing operations, customer service, sales support, and order management.
Strong organizational skills with exceptional attention to detail.
Ability to manage multiple priorities and follow tasks through to completion.
Confident handling customer concerns, difficult conversations, and problem resolution.
Strong written and verbal communication skills.
Ability to learn the complete order process and train others effectively.
Experience creating, documenting, and improving processes.
Comfortable learning and managing technology, software, and CRM systems.
Ability to use data and performance metrics to identify issues and improve results.
Strong judgment, initiative, and a proactive approach to problem-solving.
Ability to collaborate effectively across departments and contribute as a member of the Leadership Team.
Willingness to remain hands-on while developing the team and determining how responsibilities should be delegated.

Nice to Have

Experience in event rentals, equipment rentals, hospitality, logistics, or another order-driven business.
Experience managing a sales or customer service team.
Familiarity with the full sales process, from lead intake and quoting through fulfillment and follow-up.
Experience improving quote conversion and customer retention.
Experience implementing or improving a CRM.
Experience with TapGoods, Attio, Google Workspace, Slack, ADP, or Strety.
Experience working within EOS or serving on an EOS Leadership Team.
Experience writing SOPs, building playbooks, or developing employee training.

Compensation:

Compensation is $55,000–$65,000 annually, depending on experience, plus benefits . This is a full-time W-2 position from day one, with a 60-day introductory period and a performance review at its conclusion. Benefits begin after 60 days of employment.

Fulltime employee benefits include :

Computer and equipment provided by Miscellaneous Rentals
Health insurance (company pays base)
Company outings
Dog & Cat friendly office
2 weeks PTO in first year

THE COMPANY:

At Miscellaneous Rentals , we believe event planning shouldn’t feel like a logistical obstacle course—it should feel like the start of the party. Proudly woman-owned, LGBTQ+-owned, and Austin-rooted, we’re a local small business built on a simple promise: to make renting easy, approachable, and genuinely fun.

We bring together a quirky, dedicated team, top-tier gear, and a whole lot of heart to serve events of every shape and scale. Whether we’re supporting behind‑scene production for major festivals like SXSW or supplying the setup for a neighborhood backyard bash, our door is always open. No order is too big, too small, or too custom.

At our core, we’re a people business first. We combine lighthearted, good vibes with serious professionalism to give you everything you need—and nothing you don’t—so you can focus on creating unforgettable moments.

What to Expect During Our Interview Process

We strive to respect your time and ensure a smooth, transparent hiring process. Our goal is to complete the process within one month or less, from the initial phone screen to the final offer. We’ll keep you updated throughout, including if we decide not to move forward. If your application is selected, here’s what to expect: