User Success Lead

JOB SUMMARY

The User Success Lead is a multi-faceted role focused on developing tools and workflows to improve how our internal teams work. Your primary goal is to analyze regular team tasks and build simple automations to replace manual processes, making daily operations smoother and more efficient. Alongside these projects, you will assist the User Success team in managing and resolving technical help requests for our staff. This role also includes a unique hands-on component, providing direct tech support on-site during the annual Burning Man event in Black Rock City, Nevada.

This is a regular full-time role, located in Reno, Nevada. Working hours will be based on Pacific Time.

 The deadline to apply for this role is 5:00 pm Pacific on March 18th, 2026.

ABOUT THE TEAM

You will be joining the User Success Team, a small but mighty crew of four. We are responsible for the technical support for the Burning Man Project organization. As a close-knit team, we help with all facets of desktop and systems support, system security, and some facilities duties.  We rely on teamwork and collaboration to ensure our users' needs are met. Our primary focus is supporting approximately 175 year-round staff members, while also providing some support for external community members accessing our external profiles system and overseeing general help questions. We are a "get it done together" group that values reliability and a shared sense of purpose.

IDEAL CANDIDATE

We are looking for a proactive self-starter who possesses strong technical aptitude and a "figure-it-out" mentality. Because this role involves managing systems that house sensitive data, you must operate with high integrity and have a demonstrated ability to respect and protect confidential information with absolute discretion. The ideal candidate may have more raw skill than years of professional experience and is looking for a role where they can learn new systems and technology while making an immediate impact. You should be someone who enjoys diving into messy processes, identifying where things are breaking down, and building the tools to fix them. If you are passionate about helping teams work smarter and are eager to master new technologies—including the latest in AI and automation—this is a role where you can truly grow.

DUTIES & ESSENTIAL JOB FUNCTIONS

The User Success Lead is a dynamic, multifaceted role designed for a versatile technologist who thrives on variety and problem-solving. This position serves as a bridge between technical support and systems development, acting as a key driver for implementing in-house solutions. Rather than following a rigid path, you will work across various systems to help design, build, and implement workflow solutions that bring order and efficiency to a unique organization.

• Process Architecture & Automation (25%): Identify opportunities to transform disorganized or manual tasks into streamlined, automated workflows. You will use tools like Google Apps Script, Asana, Knack, and Salesforce to build practical solutions that help teams find their rhythm.
• Multifaceted Technical Support (30%): Manage support queues while simultaneously working on long-term optimization projects. No two days are the same, and you will pivot between administrative tasks and creative technical builds.
• Systems Stewardship(5%): Take ownership of the "health" of our workflows. This includes managing user lifecycles (onboarding/offboarding), maintaining data quality, and ensuring our tools (Slack, Google Sites, Intranet) are being used effectively.
• Education & Translation(10%): Act as a technical translator for non-technical staff. You will create documentation and lead training sessions to help colleagues adopt new processes and tools with confidence.
• Form Development & Testing(10%): Support the technical backend of our organizational forms (Volunteer Questionnaires, Census, etc.), ensuring a smooth experience for both internal staff and external participants.
• Strategic Problem Solving(10%): Provide input on the Technology Roadmap by identifying "pain points" across the organization and suggesting tools or process changes to alleviate them.
• Onsite (Desert/Playa) Operations(5%): During the annual event, you will move into a high-intensity onsite support role in Black Rock City, providing direct tech support and troubleshooting in a unique, challenging environment.
• Other Functions and Responsibilities (5%):  Perform other duties as assigned.

LEARNING AND TEACHING

• Continuous Growth: This role is a "learning lab." You will be expected to stay curious, research emergent tools, and constantly level up your technical skills.
• Empowering Others: Your success is measured by the success of the teams you help. You will document your work and share knowledge to ensure your solutions are sustainable.

QUALIFICATIONS

We value technical aptitude and the ability to execute over a long list of previous job titles.

Required:

• Self-Motivated: A proactive self-starter who takes ownership of their work and is comfortable engaging in complex tasks with minimal oversight.
• Integrity & Discretion: A trustworthy professional with high ethical standards and the ability to handle sensitive, confidential organizational information with absolute care and respect.
• Technical Agility: A high level of comfort with technology and the ability to learn new software and languages (like Google Apps Script and Knack) quickly.
• Problem-Solving Mindset: A demonstrated ability to look at a disorganized process and propose a logical, structured way to improve it.
• Execution Skills: You are a "doer" who can take a concept and turn it into a working tool or workflow with minimal oversight.
• Communication: The ability to explain technical concepts clearly and empathetically to a diverse group of users.
• Resilience: Comfort working in a somewhat "start-up" or disorganized environment where you will need to help create the structure yourself.

Preferred:

• Experience building automations or workflows in tools like Asana, Zapier, or Salesforce.
• A background or interest in data management and form design.
• A.I. Literacy: Familiarity with AI systems (e.g., LLMs, automation agents) and an interest in how AI can be applied to streamline administrative and workflow challenges.
• Familiarity with the Burning Man community or a desire to immerse yourself in its unique culture.

Note: If you have gained the necessary experience to succeed in this role and have acquired this experience in other ways, we encourage you to apply and share all relevant experience in your application.

REQUIRED LICENSES/CERTIFICATIONS

• Valid driver’s license and a good driving record. 

WHAT’S IN IT FOR YOU?

We are certain that working for Burning Man Project is unlike any other job on the planet! In addition to the unique opportunity to participate and contribute to our global community and culture within a creative, fun, and inspiring work environment, we’re also thrilled to provide the following:

COMPENSATION:

Individual compensation decisions are dependent on a variety of factors, including prior experience and geographical location. The anticipated salary range for this position is $86,000 - 96,000 annually.

ADDITIONAL BENEFITS:

• Health benefits: medical, dental, vision insurance for employees and dependents.
• Long term disability and life insurance.
• 401k retirement plan with voluntary employee contribution.
• Accrued vacation and sick time: Up to 10 days vacation per 12 months on assignment.
• Additional annual paid time off in accordance with policy guidelines; 7 paid holidays annually, in addition to paid office closure during December 24th - January 1st.
• Paid parental and bonding leave.
• Communications benefits for remote employees; reimbursement of up to $120/month for home office internet and phone expenses.
• Commuter benefit program.
• Mental health support, life coaching, financial and legal consultation services through our employee assistance program.
• Professional development fund along with unique leadership and learning opportunities. 
• Equipment and tools necessary to succeed in a remote friendly workplace.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

• Off-playa :  Work is primarily sedentary in nature; no special demands are required.
• On-playa:  Work is primarily sedentary but will also include the need to find and meet with department representatives who may not be in the vicinity therefore, this could include walking or using some form of transportation.  Some of the work will be in outside weather conditions and exposed to fumes or airborne particles, as well as possible extremes in temperature.

NOTICE FOR ALL APPLICANTS:

• Burning Man Project celebrates the importance of creating a diverse environment and enthusiastically encourages Black, Indigenous, Peoples of Color, LGBTQIA+, Immigrant, women, and people with disabilities, of all ages, to apply.
• Burning Man Project provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
• Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.