Customer Ops Associate

About the role

We're growing again and need someone to take end-to-end ownership of escalated technical issues, ensuring they're investigated and resolved quickly. This person will also design and maintain lightweight internal tools and workflows that make recurring investigations faster and more self-service for the Customer Success team.

Responsibilities

• Take end-to-end ownership of escalated technical issues, ensuring they’re investigated and resolved quickly.
• Use internal logs and tooling to diagnose issues, identify root causes, and clearly distinguish between configuration, customer-environment, and product problems.
• Design and maintain lightweight internal tools and workflows that make recurring investigations faster and more self-service for the CS team.
• Create and continuously improve internal documentation so that both humans and AI-powered tools can reliably surface the right answers.
• Partner with Account Managers on key enterprise accounts, joining calls when needed to guide customers through technical troubleshooting.
• Collaborate with Engineering to provide clear, well-scoped, and context-rich bug reports that accelerate prioritization and fixes.

Requirements

1-3 years in a customer-facing technical support, solutions, or similar role at a B2B software company. Comfort digging into logs, systems, and documentation to get to root causes, Experience translating ambiguous customer issues into clear, structured problem statements and next steps. Demonstrated ability to collaborate closely with Customer Success, Sales and Engineering, providing crisp, context-rich escalations. SQL experience and basic coding proficiency; familiarity with low-code / internal tooling or a strong interest in building simple tools and automations to reduce manual work. Clear, concise written and verbal communication, especially when explaining complex issues to non-technical stakeholders. High ownership mindset: you’re hands-on, proactive, and motivated by improving the underlying system—not just closing tickets. Ability to work to PST hours. It's important you're available for our US customers but we don't require you to be based in our SF office.

Qualifications

The ideal candidate will have a Bachelor's degree in Computer Science, Engineering, or a related field. A strong background in SQL and basic coding proficiency is required. Familiarity with low-code / internal tooling or a strong interest in building simple tools and automations to reduce manual work is preferred.

Skills

• Comfort digging into logs, systems, and documentation to get to root causes.
• Experience translating ambiguous customer issues into clear, structured problem statements and next steps.
• Demonstrated ability to collaborate closely with Customer Success, Sales and Engineering.
• SQL experience and basic coding proficiency.
• Familiarity with low-code / internal tooling or a strong interest in building simple tools and automations to reduce manual work.
• Clear, concise written and verbal communication, especially when explaining complex issues to non-technical stakeholders.
• High ownership mindset: you’re hands-on, proactive, and motivated by improving the underlying system—not just closing tickets.

Benefits

The best co-workers you’ll ever have, in an environment that fosters cohesion, collaboration, and performance. Supreme rate-of-learning as we re-orient how the world works with AI. High compensation, through cash and equity. All the benefits you’d expect and more.

Pay

Competitive salary and equity package.

Schedule

PST hours, with flexibility to work with US customers.