Customer Operations Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Address customer support tickets promptly and provide high-quality resolutions.

• Oversee daily support operations, including managing queue health, workflows, prioritization, SLAs, escalations, and ongoing improvements.

• Utilize support trends and customer insights to enhance processes and the overall customer experience.

• Discover opportunities for automation and AI-assisted tools.

• Assist with API requests, customer data extraction, and reporting requirements.

• Mentor and support members of the support team, with the potential for expanded functional and people-management roles.

• Validate reported customer issues through expected-behavior checks and initial quality assurance testing prior to escalation to Engineering.

• Establish criteria and workflows to differentiate between bugs, product gaps, feature requests, configuration issues, and user education requirements.

• Collect, organize, and elevate recurring feedback from customers and support to Product and Engineering teams.

• Coordinate structured activities for customer feedback and beta testing.

• Act as a senior escalation point for complicated customer and technical issues.

• Collaborate with Product and Engineering on bugs, customer-impacting issues, and release preparedness.

• Centralize relevant support and operational activities managed at the account or Customer Success Manager level.

• Assist with complex customer configuration, site/location, user, and account-level operational requests.

• Transform repetitive customer requests into scalable, centralized, or self-service solutions.

• Ensure customer-facing teams are equipped with information and resources to support both new and existing functionalities.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Support, Customer Experience, Customer Operations, Technical Support, or a similar customer-facing technology role.

• Proven experience in managing or enhancing support processes, workflows, escalations, or customer-facing operations within a SaaS environment.

• Demonstrated capability to identify operational challenges and develop scalable solutions to address them.

• Experience in supporting complex enterprise customers and managing high-priority customer escalations.

• Strong technical aptitude with the ability to learn intricate SaaS products, troubleshoot issues, and communicate effectively with both technical and non-technical stakeholders.

• Experience collaborating cross-functionally with Product and Engineering teams on customer issues, bugs, or product feedback.

• Strong analytical abilities and comfort in using support and customer data to identify trends and improvement opportunities.

• Excellent written and verbal communication skills.

• High emotional intelligence and a proven ability to establish credibility and trust with both customers and internal stakeholders.

• An independent, solution-focused mindset with the ability to thrive in a fast-paced startup environment.

• Familiarity with SaaS support, ticketing systems, product analytics, or issue-tracking platforms.

• Experience with tools such as Zendesk, Jira, and Pendo.

• Must have “US Person” status as defined by 22 C.F.R. § 120.15, including being a US Citizen, lawful permanent resident, refugee, or asylee, to ensure Export Control compliance.

• Experience supporting customers in regulated or complex industrial sectors is an advantage.

🏝️ Benefits

• Join as an early, high-impact contributor to a growing customer organization.

• Collaborate closely with company leadership and a highly cooperative cross-functional team.

• Opportunities for professional development and career advancement.

• Competitive salary and benefits package.

• Home office stipend provided.

• Learning and Development program available.

• Monthly team-building activities organized.

• Potential for occasional travel based on business requirements.