Customer Ops Associate

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

📋 Description

• Following our remarkable success in expanding our tech operations function last year, we are excited to continue our growth. As a Customer Ops Associate, you will become the primary expert on the inner workings of Metaview, analyzing logs, identifying patterns, and transforming isolated issues into scalable solutions.

• You will collaborate closely with our Customer Success, Sales, and Engineering teams, taking full ownership of the internal tools and processes that enhance the efficiency of troubleshooting and promote self-service over time.

• Assume complete responsibility for escalated technical issues, ensuring they are promptly investigated and resolved.

• Utilize internal logs and tools to diagnose problems, determine root causes, and accurately differentiate between configuration issues, customer environments, and product-related problems.

• Design and sustain lightweight internal tools and workflows that facilitate quicker and more self-service investigations for the Customer Success team.

• Develop and continuously refine internal documentation so that both personnel and AI-driven tools can consistently provide the correct answers.

• Collaborate with Account Managers on significant enterprise accounts, participating in calls as necessary to assist customers with technical troubleshooting.

• Work with the Engineering team to generate clear, well-defined, and context-rich bug reports that expedite prioritization and resolutions.

⛳️ Requirements

• 1–3 years of experience in a customer-facing technical support, solutions, or a similar role within a B2B software company.

• Proficient in analyzing logs, systems, and documentation to uncover root causes.

• Ability to translate vague customer concerns into clear, structured problem statements and actionable next steps.

• Proven capability to work collaboratively with Customer Success, Sales, and Engineering teams, providing succinct, context-rich escalations.

• Familiarity with SQL and basic coding skills; experience with low-code/internal tooling or a strong interest in developing simple tools and automations to minimize manual tasks.

• Exceptional written and verbal communication skills, particularly in conveying complex issues to non-technical audiences.

• Strong ownership mentality: you are proactive, hands-on, and driven by improving the foundational system rather than just addressing tickets.

• Availability to work during PST hours is essential; being accessible for our US customers is important, but you are not required to be located in our San Francisco office.

🏝️ Benefits

• The most supportive co-workers you could ask for, in a setting that encourages teamwork, collaboration, and high performance.

• Exceptional learning opportunities as we reshape the future with AI.

• Competitive compensation, including both cash and equity.

• A comprehensive benefits package that exceeds expectations.