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About the role
Key responsibilities & impact- Own deployments from zero to live - kick-off, automation setup, stakeholder alignment, and hitting the metrics that matter.
- Co-lead strategic accounts with senior team members, taking on responsibility progressively as you ramp.
- Apply your CX ops knowledge to diagnose why accounts are stuck: helpdesk configuration, ticket routing gaps, automation logic, escalation failures - and drive the fix.
- Keep every account you touch moving: daily updates, proactive escalations, clear documentation of progress and blockers.
- Manage customer expectations with confidence: hold timelines, push back when scope creeps, and keep relationships intact when things get hard.
- Shadow and support senior team members for the first 30 days, then take the lead on accounts.
- Feed operational patterns back to the product team: you see problems across accounts before anyone else does.
Requirements
What you’ll need- 5+ years in customer experience operations, support ops, implementation, or CX agency work - deep helpdesk fluency (Zendesk, Gorgias, or similar) is a strong plus
- You understand how support operations actually work: ticket lifecycle, routing logic, automation health, escalation flows.
- A natural project manager - you break complex problems into simple plans, keep multiple workstreams on track, and keep every stakeholder aligned without burning out.
- SaaS or e-commerce background is a bonus; CX operations depth is the primary signal.
- You communicate clearly under pressure: written updates, verbal briefings, Slack threads - you make the status of every account visible without anyone having to ask.
- You're proactive with data: you watch automation rate, deflection, and escalation patterns, catch the dip before the customer flags it, and bring evidence when something needs attention - not gut feel.
- AI fluency - you use AI tools actively in your workflow and can enable and guide, confidently customers who are new to the space.
- You co-lead - you're not here to own everything solo, you're here to share the load with a team and make the whole function stronger.
Benefits
Comp & perks- Meaningful impact. Your work directly shapes our product and company.
- Globally distributed team working at the bleeding edge of CX and AI.
- Great salary plus the opportunity for equity or stock grants.
- Learning budget. If you're growing, so are we.
- The thrill of building something new. Join us at a stage where your contributions matter most.
- AI-fluency. Make AI your second nature.
- Tackle unsolved problems. We’re redefining how customer experience will look like in the next decades.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer experience operationshelpdesk configurationticket routingautomation logicescalation managementproject managementdata analysisAI tools fluencySaaSe-commerce
Soft Skills
stakeholder alignmentcommunication under pressureproactive problem solvingrelationship managementclear documentationteam collaborationadaptabilitystrategic thinkingtime managementconflict resolution