Customer Operations Lead

About the Opportunity

The hiring organization is seeking a Customer Operations Lead to help scale customer support and operational workflows for its workforce SaaS platform. This is a full-time, remote position based in the United States, with potential for occasional travel based on business needs. In this role, the initial focus will center on strengthening and scaling day-to-day support operations while developing deep product and customer expertise. Over time, the scope will expand into bridging feedback loops between customer-facing teams and product/engineering, followed by broader ownership of customer operations and scalable support programs.

Key Responsibilities

• Actively respond to customer support tickets, delivering timely and high-quality resolutions.
• Manage day-to-day support operations, including queue health, workflows, prioritization, SLAs, escalations, and continuous improvement initiatives.
• Analyze support trends and customer feedback to identify opportunities to enhance processes and the overall customer experience.
• Identify opportunities to implement automation and AI-assisted tooling to reduce repetitive tasks, improve response times, and increase team leverage.
• Assist with API requests, customer data pulls, and operational reporting needs.
• Mentor and support other support team members, with opportunities to take on broader functional and people-management responsibilities as the team scales.
• Validate reported customer issues through expected-behavior and initial QA testing prior to engineering escalation.
• Help establish clear criteria and workflows for distinguishing between bugs, product gaps, feature requests, configuration issues, and user education needs.
• Capture, organize, and elevate recurring customer and support feedback to product and engineering teams.
• Coordinate structured customer feedback and beta-testing activities when appropriate.
• Serve as a senior escalation point for complex technical and customer issues, partnering with product and engineering on bugs, customer-impacting issues, and release readiness.
• Centralize operational and support activities previously handled at the individual account level.
• Support complex customer configuration, site/location, user, and account-level operational requests.
• Identify opportunities to transition repetitive customer requests into scalable, centralized, or self-service workflows.
• Ensure customer-facing teams have the resources and information required to support new and existing product functionality.

Required Qualifications

• 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 challenges and build scalable processes to resolve them.
• Experience supporting complex enterprise customers and managing high-priority escalations.
• Strong technical aptitude with the ability to learn complex 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, and product feedback.
• Strong analytical skills and proficiency using support and customer data to identify trends and process improvements.
• Excellent written and verbal communication skills.
• High emotional intelligence with a demonstrated track record of building credibility and trust with customers and internal partners.
• Independent, solution-oriented approach with comfort operating in a fast-paced environment.
• Experience utilizing SaaS support, ticketing, product analytics, or issue-tracking platforms (such as Zendesk, Jira, and Pendo).
• Must meet Export Control compliance requirements as a "US Person" defined by 22 C.F.R. § 120.15 (including a US Citizen, lawful permanent resident, refugee, or asylee).

Preferred Qualifications

• Experience supporting enterprise customers in regulated or complex industrial environments.

Compensation and Benefits

• Base salary range of $80,000–$100,000, determined by relevant experience, skills, and demonstrated ability to assume the scope of the role.
• Comprehensive benefits package.
• Professional development and learning opportunities.
• Home office stipend.
• Team-building activities and collaborative culture.