1. Position Summary
The Product Coordinator will act as the single point of contact (SPOC) for clients using GreenAssist and will play a key role as an early team member in shaping how the product is deployed, supported, and scaled. This role combines client coordination, product ownership, and process-building responsibilities. The person will work closely with the founders and internal teams to ensure smooth product usage, timely issue resolution, and continuous product improvement based on real-world feedback.

2. Key Responsibilities
Client & Product Coordination

• Act as the primary contact for all client-facing product-related queries, issues, and requests.
• Own client communication end-to-end and ensure clarity, responsiveness, and follow-through.
• Understand how clients use GreenAssist on a daily basis and identify usage gaps or challenges.
• Ensure issues are clearly documented, tracked, and resolved in coordination with internal teams.

Product Ownership & Feedback
Take ownership of GreenAssist deployments for assigned clients.

• Act as the voice of the customer and share structured feedback with the founders and product team.
• Convert on-ground feedback into actionable product improvement inputs.
• Help prioritise bugs, fixes, and enhancements based on impact and urgency.

Process Building (Founding Responsibility)

• Help define and document standard operating processes (SOPs) for:
• Client onboarding
• Issue reporting and resolution
• Feature request handling
• Improve and refine processes as the product scales to new clients.

Internal Coordination

• Coordinate with tech, product, and operations teams to ensure timely execution.
• Track progress, manage follow-ups, and ensure nothing is missed.
• Maintain clear records of issues, decisions, and resolutions.

Client Success & Adoption

• Ensure clients are not just onboarded but are actively and effectively using the product.
• Proactively identify risks such as low adoption, confusion, or dissatisfaction.
• Reduce dependency on founders for routine client communication and support.

Documentation & Knowledge Base

• Create and maintain basic product documentation, FAQs, and usage guides including videos.
• Build internal reference material to support future hires and faster onboarding.
• Support founders during product demos, pilot deployments, and proof-of-concept rollouts.

3. Competencies & Experience
Required

• Strong written and verbal communication skills.
• Ability to manage multiple conversations, issues, and follow-ups.
• Basic understanding of mobile and web applications.
• Comfort working in an early-stage, fast-changing environment.
• Problem-solving mindset with attention to detail.
• Willingness to take ownership and work closely with founders.

Good to Have

• Prior experience in product coordination, operations, customer success, or support roles.
• Familiarity with issue-tracking or project management tools (e.g., Slack, Linear, Jira etc.).
• Experience working with SaaS or tech-enabled products.
• Familiarity with working in government, consultancy, social sector, or on-ground, operations-intensive environments.
• Experience in startups or early-stage companies.