Customer Operations Lead

Baltimore, MD / Remote
30+ days ago

Job Description

About Us

Desana is a fast growing technology company based between the UK and Stockholm servicing customers in 40 countries and nearly 100 cities (and growing) globally.

We make it easy for distributed teams in scaling tech and enterprise businesses to access high-quality workspaces — from an hour to a whole day — anywhere, at the touch of a button.
We reduce commutes, and give people more choice and autonomy in where they can work, and in doing so, reduce real estate overhead for their employers by drastically increasing workspace efficiency.

The office space industry is being completely disrupted by a changing world, there has never been a greater need for it to evolve. We’re building the technology infrastructure to facilitate this evolution, and are building a world class team to help us deliver it to some of the most exciting companies in the world.


Remote, working predominantly in the EST timezone with the need to regularly work with our team in the UK.

About the Job

We’ve identified that a key part of the success of our company in the long-term comes from impressing our customers and their employees with the level of service we provide to them.

Reputation in this industry is very important, and building a world-class account management function for our scaling technology and enterprise customers will not only count toward the potential growth of these accounts, but is also critical for building a strong reputation within the “people” and “real estate”community, driving more inbound sales opportunities.

You will be part of creating and evolving how we execute account management within the US, and how we use that to build a world class, category defining company.

Your Responsibilities

  • Building and maintaining relationships with new and existing customers with monthly check ins, usage reporting, and consultative suggestions on future purchasing.
  • Servicing inbound enquiries, demoing the platform, and creating proposals.
  • Developing and evolving strategy for increasing engagement with new customers.
  • Managing real estate broker relationships.
  • Leading supplier calls and managing the focus of onboarding workspace supply for our customers to use within the US.

About You

  • Strong organizational and communications skills.
  • Experience in business development and or account management.
  • Experience within the commercial real estate sector is a plus.
  • Good time management skills and the ability to work under pressure.
  • You love to learn and continually develop yourself and your wider team.
  • You enjoy having fun, work well with others and are a team player.
  • Eligible to work in the US.
  • Have at least a Bachelor’s degree.
  • Must be able to sit at a desk and work on a computer for prolonged periods of time.

Why Desana?

Your career and progression are massively important to us.

That’s why we’re building complete career progression transparency—mapping salaries to every stage of your development—so that you know exactly how you can progress, and how much you’ll be paid when you achieve your goals. We also happen to be a leading company in one of the biggest market changes in history…

Salary and Progression

Pay has always been a bit of a dark art.

We strongly believe the dark needs some light. That’s why we’re building tools to facilitate complete salary transparency and progression paths so that you’ll always know how you can grow and what it will mean when you do.

It doesn't matter who you are and what your background is - so long as you have the right skills and are a great team player, we believe that you should be paid fairly and the same as everyone else at your level.

Based on our framework (which computes above average salaries for your role across a number of sources and applies factors to account for things like your experience, seniority and location), your salary for this role will be between $54,830 and $81,276 depending on your experience and location.


Here’s what we have for your so far (but we want to add to our benefits all the time as we grow)


Your salary.
Plus regular salary reviews measured against transparent, clearly defined milestones and market benchmarks.
With company performance related bonuses - when we do well, you do well.
We will also provide you with matching 401k and Medical Coverage.

Flexible working hours

We’re a company built around the idea of flexible working. We don’t just sell the dream, we live it.

As long as you’re hitting your targets & covering your contracted hours we’re easy about when you work - it’s what works best for you.

Work Remotely

You’ll get free access to the Desana app to work from wherever’s most convenient or best for you. Anywhere.

Or if working from home makes most sense for you, then feel free to work from home. Just know that you’ll have the option to use any of the spaces in our network.


You’ll officially get 28 days paid vacation in your contract.
Unofficially, we’re pretty relaxed. If you’re doing a great job and not taking the mickey, who’s counting?

Also, take your birthday off, no questions.


Meaningful work with people who care.

We work with you to set and achieve your professional and personal goals.
Friday afternoons are dedicated to personal development - read, meet with mentors, listen to Podcasts, jump on YouTube - but there’s one catch: it has to be relevant to your role & we want to hear what you’ve been learning so we can all benefit and grow too.

Personal budgets for books, training courses and conferences for everyone.

Interview Process

Like most companies at the moment, our team is entirely remote, and so is our interview process. You’ll need access to a device for video calls and a good internet connection.

Initial application (short questionnaire that’ll tell us a bit about you)
Initial video call (30 minutes)
A short test that’s related to the challenges we face at Desana
Role specific interview (1 hour)

We provide equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, military or veteran status, generic predisposing characteristics or any other basis prohibited by law.

Job Type: Full-time

Salary: $54,830.00 - $81,276.00 per year


  • Bachelor's (Required)


  • Business Development or Account Management: 2 years (Preferred)


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