[Hiring] Chief of Staff @Rosabella

Role Description

The Chief of Staff works directly with the Founder/CEO to turn strategic priorities into cross-functional execution. This role exists to multiply the Founder's impact: translating vision into concrete plans, driving alignment and follow-through across departments, and owning the highest-priority, most ambiguous projects end to end.

We expect this person to start deeply embedded in Customer Experience: learning the function hands-on, potentially working through it at an agent and team-lead level before stepping back to run it, and using that immersion to understand how the business actually operates day to day. From there, you'll grow into the full Chief of Staff mandate, running leadership cadence, synthesizing what's happening across the business, and helping the Founder stay focused on what matters most as the company scales toward nine figures and beyond.

Key Responsibilities

• CX Immersion & Leadership: Spend initial ramp time deeply embedded in Customer Experience, learning operations hands-on and stepping into an agent or team-lead capacity as needed to fully understand the function before running or overseeing it.
• Strategic Execution: Translate the Founder's priorities into concrete, cross-functional plans, and drive them to completion.
• Cross-Functional Coordination: Work across Customer Service, Marketing, Operations, Growth, and People to unblock priorities and keep initiatives moving.
• Special Projects: Own high-priority, ambiguous projects end to end, from problem definition through execution and results.
• Meeting & Cadence Management: Run leadership meeting cadence, prepare agendas, and track follow-through on commitments.
• Reporting & Analysis: Synthesize updates and data from across the org into clear, actionable recommendations for the Founder.
• Prioritization & Gatekeeping: Help the Founder stay focused by triaging what genuinely needs their attention versus what doesn't.
• Culture & Standards: Help reinforce the high-standards, high-performance culture across the organization as it scales.

Qualifications

• A background in consulting, investment banking, software/tech, growth, sales, or a Chief of Staff/special-projects role, rather than a background specifically in customer service or CX.
• Demonstrated intelligence, work ethic, and hunger; someone who can be taught an entire function quickly and thoroughly because of how they learn and operate, not because they've done it before.
• Strong written and verbal communication skills, able to synthesize complexity into clear recommendations.
• Proven ability to manage multiple ambiguous, cross-functional projects simultaneously.
• High personal standards and sound judgment under pressure and ambiguity.
• Comfortable working directly and candidly with a Founder/CEO in a fast-paced startup environment.
• Willing to start in the weeds, including hands-on work at an agent or team-lead level, before growing into broader scope.

Requirements

• Experience at a high-standards, high-performance organization (e.g. top-tier consulting, banking, or a fast-scaling, aggressive sales or growth org).
• Experience at a DTC, consumer, or high-growth startup.
• Experience helping scale operations or a team through a period of rapid headcount growth.

Who This Role Is Not For

• This is not for people who need clearly defined, narrow scope; this role's focus shifts based on what the business needs most.
• This is not for people who expect to skip the hands-on, in-the-weeds CX immersion phase.
• This is not for people uncomfortable working directly and candidly with a Founder/CEO, including giving and receiving direct feedback.
• This is not for people who want to stay at the strategy level only; this role is regularly in the weeds of execution.
• This is not for people uncomfortable with high pace and ambiguity.

Work Environment

• Remote-first, asynchronous, high-pace environment.
• Direct, regular access to and collaboration with the Founder/CEO.
• Fast decision cycles with minimal approval layers.
• Performance and outcomes are prioritized over hours worked or process.

What We Value

• Output-Focused: We prioritize and reward results.
• Accountability: Team members own their decisions, mistakes, and outcomes.
• Thirst for Knowledge: We learn continuously from data, customers, and each other.

Hiring Process

• Application review.
• Interview with recruiter.
• Interview with Founder/CEO.
• Case study / project exercise.
• Offer.