Customer Operations Lead

About the role

This is a hands-on operational role at an early-stage AI/ML infrastructure company building the platform for reinforcement learning environments and post-training data. You'll own the human-in-the-loop layer of customer activation and engagement — serving as the implementation counterpart to GTM Engineers and the critical connective tissue between the platform and its customers, including data suppliers, frontier AI labs, and enterprise buyers.

Responsibilities

• Own customer-facing work that requires human judgment and cannot or should not be automated with AI.
• Drive successful customer activation and engagement across a diverse set of technical customers.
• Jump into customer conversations when a human touch is needed to build trust, clarify context, or unblock progress.
• Resolve contract, onboarding, and platform blockers by coordinating with the right internal teams.
• Analyze recurring customer issues and feedback, turning them into improved processes, platform updates, and communications.
• Build lightweight systems and tools to streamline operational workflows and make future problem resolution faster.
• Manage many concurrent customer threads simultaneously with strong attention to detail and follow-through.

Requirements

• 3–10 years of experience in customer operations, business operations, consulting, or a similar role.
• Proven ability to own and manage end-to-end customer operations systems for activation and engagement.
• Experience resolving complex customer issues (contracts, onboarding, platform blockers) by coordinating cross-functionally.
• Strong judgment in customer-facing situations — knowing when to help, when to push back, and when to escalate.
• Demonstrated experience using AI tools to enhance personal or team productivity.
• Comfortable operating in unstructured, fast-paced early-stage startup environments with minimal supervision.
• Experience working directly with technical customers.
• Familiarity with Reinforcement Learning concepts such as environments, evals, and benchmarks is a plus.

Pay

Salary range: $100,000 – $150,000 USD annually.

Benefits

• Visa sponsorship is available.

Schedule

On-site in San Francisco, CA. Candidates based in Southeast Asia (Singapore) or elsewhere, particularly Europe, may be considered as fully remote independent contractors.