Customer Operations Lead
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Key skills for this role
About the Role
Ready to join a mission-driven SaaS start-up and shape the backbone of our customer experience? As Customer Operations Lead, you ll design, run, and continuously improve all cor.
Key Skills for This Role
Responsibilities
- Architect the end to end customer journey: build and refine onboarding, delivery, billing, and support with a LEAN mindset
- Implement and iterate agile day to day processes using low code/no code tools (like Jira Service Desk, Zoho) for automation and speed
- Design lightweight frameworks and documentation so the entire team can deliver a consistent, top notch B2B customer experience
- Set up dashboards and reporting for customer operations KPIs – track what matters and act fast
- Act as operations point of contact, collaborating seamlessly with Product, Commercial, and Finance teams to keep alignment as we grow
- Proactively gather feedback from customers and teams, turning insights into process improvements
- Prepare the ops platform and workflows to scale: spot bottlenecks, drive simplification, automate wherever possible
Requirements
- Sharp process thinking – knows how to design, document, and optimize every step of the customer journey
- Analytical mindset – uses data to drive improvements and inform decisions
- Understands Business Process Management Tools
- Low code CRM configuration
- Agile at heart: comfortable iterating, running quick experiments, and embracing change
- Strong communicator who can bridge teams and keep everyone moving in sync
- Tech savvy and curious about digital tools, automation, and anything that boosts productivity
- Relentless about customer experience and operational excellence
Full Job Posting
Job Description
- Ready to join a mission driven SaaS start up and shape the backbone of our customer experience?
- As Customer Operations Lead, you'll design, run, and continuously improve all core customer processes – onboarding, delivery, billing, and support – tailored for the agility and speed of a fast growing environment.
- You'll leverage agile practices and low code tools to create streamlined, repeatable workflows that keep things simple now and scalable for the future.
- Working at the intersection of Product, Commercial, and Finance, you'll make sure operations enable growth, delight customers, and drive efficiency.
Jobs to Be Done
- Architect the end to end customer journey: build and refine onboarding, delivery, billing, and support with a LEAN mindset
- Implement and iterate agile day to day processes using low code/no code tools (like Jira Service Desk, Zoho) for automation and speed
- Design lightweight frameworks and documentation so the entire team can deliver a consistent, top notch B2B customer experience
- Set up dashboards and reporting for customer operations KPIs – track what matters and act fast
- Act as operations point of contact, collaborating seamlessly with Product, Commercial, and Finance teams to keep alignment as we grow
- Proactively gather feedback from customers and teams, turning insights into process improvements
- Prepare the ops platform and workflows to scale: spot bottlenecks, drive simplification, automate wherever possible
Skills and Competencies
- Sharp process thinking – knows how to design, document, and optimize every step of the customer journey
- Analytical mindset – uses data to drive improvements and inform decisions
- Understands Business Process Management Tools
- Low code CRM configuration
- Agile at heart: comfortable iterating, running quick experiments, and embracing change
- Strong communicator who can bridge teams and keep everyone moving in sync
- Tech savvy and curious about digital tools, automation, and anything that boosts productivity
- Relentless about customer experience and operational excellence
Key Performance Indicators (KPIs)
- First response/resolution time for support queries
- Billing accuracy and DSO (days sales outstanding) metrics
- Customer satisfaction (CSAT) and NPS for operational touchpoints
- Onboarding time and customer ramp up speed
- Frequency and impact of process improvements based on team/customer feedback
- Number of manual process steps eliminated or automated
- Readiness and scalability score of processes ahead of growth milestones
Why Join Us?
- As the Customer Operations Lead, you will have the unique opportunity to shape the future of AI for sustainability and drive meaningful impact on a global scale.
- You will work alongside a passionate, mission driven team and play a pivotal role in building a technology led organization that delivers innovative solutions to some of the world's most pressing challenges.
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