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Customer Operations Lead
Skills
Software As A ServiceDashboardsIT EscalationOperationsOpsSalesService-Level Agreements
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Experience running customer operations or support ops in a SaaS environment
- Strong understanding of billing and payments workflows including refunds disputes and subscriptions
- Excellent written communication for clear fast professional customer-facing responses
- Strong triage instincts to separate billing product and technical issues
- Comfort with ticketing systems CRMs internal dashboards and basic analytics
- Ability to drive SLAs escalation paths playbooks and cross-functional coordination
Nice to have
- Operationally excellent
- Customer-obsessed
- Calm under pressure
- Commercially aware
- Urgent
- Excellence-driven
- Hungry
- Polite and relentless
Day to day
- Run day-to-day customer operations with a focus on fast and high-quality outcomes
- Own non-technical support, billing operations, triage, and escalation routing across customer issues
- Support renewals and upsells through a light commercial motion and continuous process improvement