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Startup Services Manager

Department: Programming
Location: Boston, MA

The Startup Services Manager, which reports to the Program Director, is the key liaison between the 128 startups in our Accelerator, MassChallenge staff, and the community at large. Your job is to make sure each of our 128 startups have a Ritz Carlton-like customer service experience and are able to get what they need out of the MassChallenge Boston Accelerator. Although everyone at MassChallenge has the mission of “Helping entrepreneurs win”, you will live and breathe this mission through passion and your day to day work. During the offseason of the accelerator you will help fortify existing program resources and introduce new resources for upcoming accelerators.

Day-to-day, the Startup Services Manager is the point person for all inbound inquiries from our startups during the program, as well as application season, judging, and afterwards as teams in our alumni network. In addition to providing day-to-day support, the manager will also funnel all requests that are outside of scope to the appropriate teammate and will take an active approach in resolutions. If you want a challenging and rewarding career in the center of the startup ecosystem, this opportunity is for you!

What You’ll Do:
Customer Service:

  • Serve as the point-person on the MassChallenge team for applicant customer service.
  • Ensure startups are completing their applications to the program by responding to requests for information about and support with the application process.
  • Serve as the primary point of contact for startups during our multi-round judging process.
  • Provide logistical support to non-local teams participating in the MassChallenge Boston program in advance of their arrival, and during their stay.
  • Proactively support a high-caliber day-to-day experience for Finalist startups.
  • Field requests for support from participating startups, and act on them efficiently and effectively with input and guidance from the rest of the MassChallenge Boston team.

Startup Support & Coordination:

  • Work closely with the Program Director to build, design and apply efficient startup support systems prior to and during the accelerator.
  • Facilitate the finalist onboarding process by communicating with new teams and providing support during move-in.
  • Serve as the primary point of contact for finalist startups during the accelerator program.
  • Lead Startup Finalist events such as the Finalists Choice awards and All Hands meetings.
  • Manage startup databases and maintain updated status and KPI reports.
  • Proactively communicate with finalist startups, keeping them informed about upcoming programming, existing resources and other engagement opportunities.
  • Connect accelerating startups to the MassChallenge Boston alumni network and guide them in making the most valuable matches to our former startups and entrepreneurs. 
  • In collaboration with MassChallenge Boston’s Program Director, support the application, selection, onboarding, and management of the Alumni in Residence program.
  • Communicate with alumni teams, keeping them up-to-date about opportunities for them in the MassChallenge network, as well as fielding their requests for support.

Who You Are:

  • You have 2 – 4 Years Experience: Ideally, you've previously worked in a high-paced and demanding customer service environment. You have experience working in a startup or with startups. You understand that startups deal with multi-faceted issues and have unique, highly-specific needs.
  • You are inspired by the MassChallenge mission to help entrepreneurs win; a true startup enthusiast.
  • You have strong interpersonal skills and able to connect and engage with all stakeholders at varying levels.
  • You are able to communicate in an engaging, effective and professional way in both written and oral communication.
  • You are proactive, forward-thinking, and able to anticipate issues/needs.
  • You have the ability to think creatively developing fun, engaging and innovative events/ideas, experience managing events is preferred.
  • You have a collaborative approach and able to work across teams and functions to achieve success.
  • You are extremely organized with a high attention to detail and very strong ability to prioritize and manage time well.

How to Apply:
In addition to completing the online application and providing your resume, please include a one-page cover letter in which you tell us about yourself, why you want to work at MassChallenge and why you are a perfect match for this job.

Employment at MassChallenge is contingent upon verification of identity and eligibility to work in the country that the position is based in, based on applicable laws.

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