Head of Client Operations

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

📋 Description

• Take charge of delivery and client communication for all active accounts, serving as the primary point of contact.

• Ensure timely campaign launches, meet deadlines, and prevent any issues from slipping through the cracks.

• Develop and maintain the operational framework (SOPs, workflows, reporting processes, escalation protocols) that enables a small team to manage an expanding client base.

• Identify potential risks proactively—recognize issues before they escalate to client-facing problems and address or escalate them early with a solution recommendation.

• Protect the execution team from unnecessary disruptions and client back-and-forth communications, allowing them to concentrate on high-value tasks.

• Conduct client calls, delivering structured updates and ensuring the communication quality that fosters long-term client retention.

• Collaborate with the team to pinpoint operational bottlenecks and implement solutions as we expand.

⛳️ Requirements

• Highly organized with a systems-oriented mindset—able to identify gaps before they escalate into issues.

• Outstanding communication skills (both written and verbal)—remain calm, clear, and confident under pressure.

• Exceptionally proactive—anticipate needs, flag concerns, and take action without waiting.

• High emotional intelligence—understand the needs of clients and teammates beyond their explicit requests.

• Strong adherence to deadlines—diligently track, follow up, and complete tasks without needing reminders.

• Comfortable navigating ambiguity—create structure where it is lacking.

• Minimum of 3 years’ experience in client-facing operations or account management within a fast-paced agency or service environment.

• Proficient in AI—actively utilize AI tools and contribute to the development of AI-augmented workflows.

• Availability that aligns with U.S. business hours (minimum overlap until approximately 3 PM EST).

• Additional advantage for experience in B2B SaaS, paid media, or performance marketing.

• Experience managing remote, distributed teams across various time zones.

• Conversational understanding of advertising platforms (Google Ads, Meta, LinkedIn, Capterra, G2)—not execution-focused, but possessing client-level insight.

🏝️ Benefits

• $3,000–$4,500/month* based on experience and skills.

• Full-time, fully remote position.

• 20 days of paid time off.

• Direct access to the founder and genuine decision-making authority.

• Clear advancement opportunities toward managing multiple client pods and leading the operations function as the company grows.