Founding Customer Operations & Support

About the role

This is a foundational hire. As Hadrius's first dedicated Customer Operations & Support teammate, you'll own the operational backbone of our Customer Success function — protecting our Account Managers' focus, tracking customer insight/requests alongside their current status, and building the systems and automations that let our CS team scale.

Responsibilities

• Own the tier-1 ticket queue across all segments. Resolve, triage, and escalate.
• Systematically capture and tag customer insights from tickets, AI Notetaker, and Customer CRM. Weekly synthesis to the Manager of Customer Success and bi-weekly theme reports to EPD.
• Maintain and expand our FAQ library and routing logic configuration to drive ticket deflection.
• Treat automation as a discipline: identify high-frequency manual work across CS and design automations that eliminate it. The goal is a continuously declining of manual tickets-per-account ratio.
• Project management and triage for the broader CS team.
• Support + Insights (near-term): Support and Insights
• CS Operations (progressive): Inherit CS operational infrastructure from our FDEs as their quarterly engagement completes.
• Maintain and evolve the customer health scoring model and reporting infrastructure.

Requirements

• 3+ years of experience in Customer Success Operations, Support, or Customer Operations roles at a B2B SaaS company.
• Product minded. You're comfortable resolving tickets and playing with the platform to answer tickets.
• Systems thinker. You see repeat tickets as a signal, not a task. You ask "what's the root cause and how do we kill the whole category?"
• Inquisitive. You genuinely love playing with product and trying new tech.
• Data-fluent. You can build reports and work with product telemetry.
• Tooling depth: HubSpot admin experience is strongly preferred; familiarity with Pylon, Outreach, and CS-adjacent tools (Gainsight/Catalyst/Vitally, even if not implementing) is a plus.
• Comfort with ambiguity. You seize opportunity and are excited to build.

Qualifications

• 3+ years of experience in Customer Success Operations, Support, or Customer Operations roles at a B2B SaaS company.
• Product minded. You're comfortable resolving tickets and playing with the platform to answer tickets.
• Systems thinker. You see repeat tickets as a signal, not a task. You ask "what's the root cause and how do we kill the whole category?"
• Inquisitive. You genuinely love playing with product and trying new tech.
• Data-fluent. You can build reports and work with product telemetry.
• Tooling depth: HubSpot admin experience is strongly preferred; familiarity with Pylon, Outreach, and CS-adjacent tools (Gainsight/Catalyst/Vitally, even if not implementing) is a plus.
• Comfort with ambiguity. You seize opportunity and are excited to build.

Skills

• Product minded.
• Systems thinker.
• Inquisitive.
• Data-fluent.
• Tooling depth: HubSpot admin experience is strongly preferred; familiarity with Pylon, Outreach, and CS-adjacent tools (Gainsight/Catalyst/Vitally, even if not implementing) is a plus.
• Comfort with ambiguity.

Benefits

• 401k: 100% match up to 6%
• Living Stipend: living stipend if below Chambers street (18,000 Annually)
• Insurance: Healthcare, dental, vision, etc.
• Unlimited PTO

Pay

Total Target Compensation (OTE): $110,000–$135,000

Schedule

Full-time