Customer Operations Lead

About the role

Covalent builds workforce operations software for some of the world's largest and most advanced manufacturers. Our platform helps industrial companies understand the capabilities of their workforce, develop and qualify people for critical work, and deploy the right people to the right jobs. We work with leading aerospace, defense, and industrial organizations to solve complex workforce challenges across hundreds of operations worldwide.

What You'll Do

This role is designed for growth. Your initial focus will be strengthening and scaling Covalent's Support operation. As you demonstrate strong performance, sound judgment, and deep product and customer expertise, you will have the opportunity to expand your scope across product feedback, customer experience, and broader customer operations.

Support Operations & Customer Experience

• Actively respond to customer Support tickets, providing timely, and high-quality resolutions
• Manage day-to-day Support operations, including queue health, workflows, prioritization, SLAs, escalations, and continuous improvement
• Use Support trends and customer feedback to identify opportunities to improve processes and the overall customer experience
• Identify opportunities for automation and AI-assisted tooling to reduce repetitive work, improve response times, and increase team leverage
• Assist with API requests, customer data pulls, and reporting needs
• Mentor and support other Support team members, with the opportunity to assume broader functional and people-management responsibilities as the function scales

Product Feedback & Quality

• Validate reported customer issues through expected-behavior and initial QA testing before escalation to Engineering
• Help establish clear criteria and workflows for distinguishing bugs, product gaps, feature requests, configuration issues, and user education needs
• Capture, organize, and elevate recurring customer and Support feedback to Product and Engineering
• Coordinate structured customer feedback and beta-testing activities when appropriate
• Serve as a senior escalation point for complex customer and technical issues
• Partner with Product and Engineering on bugs, customer-impacting issues, and release readiness

Customer Operations

• Centralize appropriate Support and operational activities currently handled at the individual account or CSM level
• Support complex customer configuration, site/location, user, and account-level operational requests
• Identify opportunities to transition repetitive customer needs into scalable, centralized, or self-service experiences
• Help ensure customer-facing teams have the information and resources needed to effectively support new and existing functionality

Requirements

• 5+ years of experience in Customer Support, Customer Experience, Customer Operations, Technical Support, or a related customer-facing technology role
• Experience owning or improving Support processes, workflows, escalations, or customer-facing operations within a SaaS environment
• Demonstrated ability to identify operational problems and build scalable processes to solve them
• Experience supporting complex enterprise customers and navigating high-priority customer escalations
• Strong technical aptitude and the ability to learn complex SaaS products, troubleshoot issues, and communicate effectively with technical and non-technical stakeholders
• Experience working cross-functionally with Product and Engineering teams on customer issues, bugs, or product feedback
• Strong analytical skills and comfort using Support and customer data to identify trends and opportunities for improvement
• Excellent written and verbal communication skills
• High EQ and demonstrated ability to build credibility and trust with customers and internal stakeholders
• Independent, solution-oriented approach with comfort operating in a fast-paced startup environment
• Experience with SaaS Support, ticketing, product analytics, or issue-tracking platforms. Our current technical stack includes Zendesk, Jira, and Pendo
• Given the industries we serve, this position must meet Export Control compliance requirements, therefore a "US Person" as defined by 22 C.F.R.120.15 is required. "US Person" includes a US Citizen, lawful permanent resident, refugee, or asylee

Qualifications

• Experience supporting customers in regulated or complex industrial environments is a plus

Benefits

• Becoming an early, high impact contributor to a growing customer organization
• Working with company leadership and a highly collaborative cross-functional team
• Opportunities for professional development and career growth
• Competitive salary & benefits
• Remote work initiatives:
  • Home office stipend
  • L&D program
  • Monthly team-building activities

Pay

The base salary range for this position is $80,000–$100,000. Compensation within the range will be determined based on the candidate's relevant experience, skills, and demonstrated ability to take on the scope and responsibilities of the role.