Job Description

THE ROLE

A Growth & Operations Lead to own the freelancer side of the Servi marketplace — from strategy and outreach to vetting, activation, and retention. This is a hands-on, field-heavy role that sits at the intersection of business development, operations, and marketplace management. The person will work directly alongside the co-founders to build the supply engine that makes Servi run.

KEY RESPONSIBILITIES

1. Supply Growth Strategy & Planning

• Help define freelancer supply targets per vertical and area.
• Structure service verticals and sub-verticals, and set clear requirements per vertical, skills, certifications, experience, availability and others.
• Identify and prioritize acquisition channels and adjust supply planning based on operational needs and early demand signals.

2. Supply Outreach & Partnership Coordination

• Build relationships with universities, public and private institutions, and community organizations to grow the freelancer network.
• Lead freelancer acquisition through job fairs, partnerships, cold outreach, referrals, and on-ground initiatives.
• Support ambassador and referral programs to accelerate supply growth, in addition to other initiatives.

3. Pipeline Management & Conversion

• Own and manage the freelancer pipeline from initial reach and contact through to activation.
• Maintain structured tracking systems and dashboards, to monitor conversion rates across all onboarding stages.
• Identify drop-off points in the funnel and improve outreach messaging, scripts, and onboarding flows accordingly.
• Convert non-freelancers into service providers.

4. Freelancer Vetting & Quality Control

• Own the vetting pipeline end-to-end: document collection, identity verification (KYC), interview scheduling, and onboarding.
• Define and enforce quality standards and acceptance criteria per vertical.
• Support Trust & Safety processes by ensuring proper verification, maintaining quality standards, and resolving issues when they arise.

5.  Marketplace Operations & Freelancer Management

• Ensure balanced supply across verticals and areas, monitor freelancer availability, readiness, and utilization.
• Build and maintain relationships with freelancers post-onboarding, supporting them through their engagements and growth.
• Monitor performance, engagement, and retention. Handle freelancer issues, feedback, and escalations.
• Support engagement initiatives to keep the supply base active and motivated.

6. Reporting & Performance Tracking

• Maintain structured dashboards tracking acquisition, conversion, activation, and retention metrics.
• Provide regular reporting on supply growth, quality levels, and operational gaps. Track key KPIs and flag risks or bottlenecks.
• Research and act on insights around freelancer behavior, pricing, and vertical dynamics.

7. Research & Process Benchmarking

• Research regional and global platforms to benchmark best practices in supply operations and freelancer management.
• Translate findings into internal playbooks, processes, and guidelines; contribute to building a structured knowledge base for scaling.

Company Profile