Solace

Customer Operations Associate

Solace

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Support the Customer Operations Manager in operational planning and project management.
  • Support rollout and optimization of CX tooling (AI automation, QA platforms, WFM tools)
  • Execute on operational initiatives from scoping through implementation
  • Partner cross-functionally with Product, Data, and CX leadership to move projects forward
  • Maintain clear documentation and operational hygiene across initiatives
  • Analyze trends across automation containment, QA signals, SLA performance, and CSAT
  • Build summaries and dashboards that translate operational data into clear insights
  • Conduct structured deep-dives when issues arise, bringing facts not anecdotes
  • Support executive-ready reporting for planning and reviews
  • Identify workflow inefficiencies and propose improvements
  • Test and validate new automations before full rollout
  • Partner with the Systems Admin and Data team to ensure clean implementation
  • Help monitor impact post-launch and iterate quickly
  • Step in to investigate operational friction points
  • Provide neutral, structured analysis across CX cores
  • Drive follow-through on initiatives that require cross-functional coordination.

Requirements

  • 2–5+ years in operations, analytics, consulting, project management or high-growth startup environments
  • Analytical mindset with the ability to interpret data, identify trends, and communicate insights clearly.
  • High attention to detail and ability to manage multiple priorities simultaneously.
  • Proven track record of ownership, follow-through, and execution on projects or process improvements.
  • A high level of coachability and eagerness to learn new things. The ability to learn new systems, frameworks, and processes quickly is critical.
  • High ownership and bias toward execution
  • Structured thinker who can break down messy problems
  • Strong written communication skills
  • Comfort operating in a fast-scaling environment.
Benefits
  • Health insurance
  • 401(k) matching
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementdata analysisautomationQAWFM toolsoperational planningdashboard creationtrend analysisprocess improvementstructured analysis
Soft Skills
analytical mindsetattention to detailmulti-priority managementownershipfollow-throughcoachabilitystructured thinkingstrong written communicationadaptabilityproblem-solving