Origin

Customer Support

• Provide exceptional email, chat and phone support to our members and planners, nurturing long-lasting relationships.
• Ensure adherence to our Service Level Agreements (SLAs) for response times and customer satisfaction.
• Proactively identify trends and issues to enhance the user experience.
• Go above and beyond to deliver a world-class customer experience by meeting and exceeding user needs
• Develop a deep understanding of our products to offer informed support and advice.
• Gather customer feedback to inform product improvements and customer experience strategies.

Part-Time Customer Experience Associate

Sales

• Lead and mentor the pre-sales team, ensuring they are equipped to effectively support our sales efforts and deliver on business objectives
• Craft a robust pre-sales strategy that aligns with our business vision, objectives, and revenue targets, focusing on enhancing operational structure.
• Establish a strong engagement model that allows pre-sales to actively participate in high-value deals, collaborating closely with sales and other departments.
• Foster a cohesive environment among regional teams to ensure consistent messaging and alignment on goals.
• Set clear metrics to evaluate the success of pre-sales initiatives and make data-driven adjustments as needed.
• Lead global technical pre-sales activities, ensuring each deal is well-qualified and positioned for success.
• Use a consultative approach to understand customer environments, support needs, and potential barriers to adoption.
• Coordinate customer-facing technical engagements, including discovery calls, presentations, and workshops.
• Build trusted relationships with customer stakeholders and executive sponsors.
• Collaborate with internal teams (licensing, technical SMEs, legal, support) to efficiently address customer inquiries and move opportunities forward.
• Deliver compelling presentations that clearly communicate Origina’s value proposition and technical credibility.
• Identify risks and blockers early, develop mitigation plans, and support the sales team in progressing opportunities to closure.
• Capture market intelligence, customer feedback, and product insights to strengthen sales conversations and inform future service development.

Global Head of Pre-Sales

Financial Planning and Analysis

• Build and run the company P&L, forecasting, and long-range growth models for a business growing 100%+ YoY
• Own the annual operating plan, monthly close-to-forecast variance analysis, and board/investor reporting
• Be in the details of every product and experience — LTV, CAC, LTV:CAC, ARPU, contribution margin, payback, cohort retention
• Surface the correlations and causations that lift growth and translate them into product and pricing opportunities
• Lead RFP, procurement, contract negotiation, and ongoing vendor/partner management for every new service and partnership — sponsor/BaaS banks, HYSA, mortgage & insurance referral partners, and key vendors
• Deliver clean books, reliable BI, and a single source of truth for decision-making
• Partner with the CEO and executives on capital efficiency, resource allocation, new-product business cases, and capital strategy for the next phase
• A trusted, single-source financial model and metrics layer the exec team runs the business on
• Per-product unit-economics visibility that has directly informed at least one growth or margin decision

Head of Strategic Finance

General

• Members of the Critical Incident team are responsible for managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions affecting the services provided.
• Follow incident management protocols and restore services to normal operation as quickly as possible.
• Serve as the point of contact for incident communication, lead client status meetings, report system issues to upper management, and coordinate between the client and internal operations teams.
• Plan, coordinate, and monitor activities required to perform, track, and report on the issue management process.
• Ensure adherence to incident management protocols; report any deviations to the Critical Incident Manager or Operations Lead.
• Ensure timely response from technical and operations staff to address and resolve incidents.
• Escalate unresolved issues as needed to meet established Service Level Agreements (SLAs).
• Coordinate root cause analysis and ensure implementation of permanent corrective actions.
• Initiate, schedule, and conduct post-incident reviews; share lessons learned with relevant stakeholders.
• Support security reviews and audits related to the Incident Management process.
• Contribute to continuous improvement efforts by reviewing and enhancing process performance, policies, procedures, and supporting technologies.
• Schedule and lead client update meetings to provide status updates and manage ticket resolution.

Part-Time Customer Experience Associate

Global Head of Pre-Sales

Head of Strategic Finance

Critical Incident Team Member