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- Process building and refining – Design and implement scalable processes, especially around onboarding and case routing. Spot gaps and fix them before they become issues.
- Hands-on problem solving – Whether it’s sifting through customer queries or shadowing the CS team, you’ll dive in to really understand what’s working (and what’s not).
- Zooming out to zoom in – Take a step back to assess the full customer journey across Customer Support and Customer Ops. Then get into the details to fix pain points and improve efficiency.
- KPI implementation and reporting – Define and embed operational metrics and dashboards that help the team stay aligned, focused, and high-performing.
- Collaborative improvement – Work alongside the VP of Customer Operations, to create a seamless experience for customers.
- Proven Customer Operations experience in a Series A or B startup environment.
- Experience building and rolling out processes and KPIs across Customer Support and Operations teams.
- A builder’s mindset – you’re motivated by creating structure in fast-moving environments.
- Great with systems and tools – you know what tech stack works best at each stage of scaling.
- Not afraid to get your hands dirty — you're comfortable diving into the weeds to figure things out.
- Excellent communication and collaboration skills. You know how to bring people with you.
