Camp Strategy

Manager

• Incubating and launching new ancillary revenue lines from scratch
• Providing critical operational capacity to the Leadership Team on ambiguous, high-priority projects
• Launch the Services Pilot: Immediate ownership of our "Customer Support as a Service" pilot for campgrounds. You will validate the P&L, define the operational mechanics, and prove the model.
• Assess and launch subsequent ancillary revenue opportunities
• Build these pilots to maturity, creating the playbooks required to eventually hand them off to functional owners or scale them into standalone business units.
• Act as a utility player for the CEO and LT, stepping in to lead cross-functional initiatives that fall between departments or require immediate, high-level attention.
• Ensure the business never misses a beat by providing coverage and support for key leadership functions during capacity crunches or transition periods.
• Drive strategic planning cadences and ensure complex projects are moving forward across Finance, Operations, and Product.

Senior Manager, Strategic Initiatives

Operations

• Lead, coach, and develop the Customer Support team, including managers and frontline support staff
• Foster a customer-first culture focused on empathy, accountability, and continuous improvement
• Research and implement new tools, including AI, to improve efficiency and customer experience
• Manage relationships with vendor service providers
• Develop planning forecast and match with staffing needs
• Identify key bottlenecks and gaps across customer journey
• Collaborate with Product to prioritize bug resolution
• Analyze customer feedback to surface themes with broader product and strategy implications
• Implement omni-channel monitoring and escalation across owned and public touchpoints
• Manage QA of support interactions and investigate process breakdowns
• Directly manage high-sensitivity service escalations
• Partner with HR and leadership on hiring, onboarding, performance management, and career development
• Own the day-to-day operations of Customer Support, ensuring consistent, high-quality service delivery
• Design, implement, and refine scalable support processes and workflows
• Identify inefficiencies and drive process improvements to enhance productivity and customer outcomes
• Define, track, and report on key customer support metrics (e.g., response times, resolution times, ticket volume)
• Use data and insights to identify trends, guide decision-making, and drive measurable improvements
• Establish clear performance goals and accountability across the team
• Serve as a champion for the customer, ensuring feedback and insights are shared with Product, Engineering, Sales, and other CX stakeholders
• Partner cross-functionally to address root causes of customer issues and improve the end-to-end customer journey
• Support major initiatives, product launches, and change management efforts impacting customers

Director, Customer Operations

Frontend Engineer

• Develop and implement a fully custom Block CMS theme and template tailored specifically for campground businesses.
• Ensure the designs align with branding and industry best practices.
• Ensure that all templates are mobile-friendly and responsive, providing an optimal viewing experience on all devices.
• Design and improve the user interface and user experience, focusing on features to enhance online booking through Campspot.
• Implement SEO-friendly code and structure to ensure campground websites are optimized for search engines and easy to find by potential customers.
• Provide ongoing maintenance and updates to templates as needed, including bug fixes, security patches, and updates to ensure compatibility with the latest version.
• Work closely with Campspot’s supply team to translate the client’s vision into a functioning website.

Contract Web Developer

Full-stack Engineer

• Design, develop, test, and deploy solutions for our software on your own or in collaboration with other developers
• Provide thoughtful feedback on team code reviews and actively participate in architectural discussions
• Work with Product Managers and Designers on your team to create workable solutions
• Participate in Oncall support for Production issues related to team domain

Contract Software Developer – Marketplace

Customer Support

• Serve as an escalation point for complex or technical customer support cases
• Triage inbound issues and determine root cause (software bug vs. configuration or training issue)
• Collaborate with Engineering and Product teams to report, track, and validate bugs
• Provide clear, timely status updates to customers and internal stakeholders
• Maintain visibility into open defects and emergent system issues
• Create and deliver training materials and documentation for the Support team
• Support incident response and urgent issues as needed
• Utilize internal tools to investigate issues, document findings, and track progress

Tier 2 Support Representative

QA Engineer

• Create test plans and document test cases for projects within the team
• Record test progress and results in Jira and TestRail
• Identify, isolate, and track bugs throughout testing
• Identify any potential problems that users might encounter
• Review user interfaces for consistency and functionality
• Attend Scrum meetings - planning, refinement, and retrospectives
• Communicate between business and dev teams regarding product launches/bug fixes
• Documenting/resolving customer reported issues

Contract QA Engineer

Account Manager

• Responsible for proactive management of approximately 150 accounts and reactive management 450 additional accounts with a total oversight of $1.2 million in ARR
• Establish and maintain strong relationships with campground owners, managers, and other stakeholders in the region
• Facilitate park account transitions related to change of ownerships and terminations
• Use data-driven insights to develop and implement strategies for campground and territory revenue growth
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Manage setup and adoption of various third party integrations
• Maintain a deep understanding of Campspot's software and booking solutions to effectively communicate and leverage the value proposition to customers
• Track and report on key performance metrics, including revenue generation and customer feedback
• Generate referral campgrounds for the inbound sales team

Account Manager, Small Business

Program Manager

• Architect the Program: Design the end-to-end workflows for selling, onboarding, delivering, and maintaining website and marketing services.
• Collaborate with sales and marketing to package, price, and promote these services to our existing customer base.
• Establish processes that allow this program to run efficiently without distracting the core Campspot engineering and product teams.
• Develop proprietary reporting frameworks and dashboards that go beyond standard metrics.
• Form deep partnerships with third party agencies and service providers; determine which activities make sense to support in-house and which are better suited for a partner referral.
• Define the scope and tiered offering for our website products.
• Act as the primary translator between non-technical campground owners and our internal web development teams.
• Ensure all client websites meet high standards for SEO, page speed, mobile responsiveness, and conversion optimization.
• Package our paid media offerings (PPC, Paid Social) into scalable tiers that make sense for campgrounds of different sizes.
• Hire, onboard, and manage a team of Digital Marketing Specialists (contractors or FTEs) who will execute ad campaigns.

Program Manager, Website – Marketing Services

DevOps Engineer

• Design, implement, and operate cloud infrastructure on AWS
• Support and improve containerized and non-containerized workloads
• Operate and maintain Kubernetes (EKS) clusters alongside other infrastructure components
• Build and maintain reusable Terraform modules and develop Infrastructure as Code standards
• Develop and optimize CI/CD pipelines for applications and infrastructure
• Implement and enhance observability (metrics, logs, traces, alerting) across systems
• Improve reliability, scalability, security, and cost efficiency of cloud platforms
• Partner with application and data teams to enable efficient delivery workflows
• Apply security best practices (IAM, secrets management, RBAC, least privilege)
• Troubleshoot infrastructure, deployment, application, and performance issues
• Maintain documentation, runbooks, and operational standards