Operations Assistant AI Department

Role

Description:

To ensure every PAULAI client experiences a fast, organized, premium onboarding and support experience that drives adoption, confidence, retention, and long-term success.

This person owns the operational flow between the client, onboarding, implementation, QA, and support teams — ensuring no client ever feels lost, ignored, or uncertain about what happens next.

Outcomes This Role Is Responsible For 1. Fast & Smooth Client Activation

Every new client:

• welcomed quickly

• onboarded professionally

• knows exactly what happens next

• gets integrations and setup completed rapidly

Success Looks Like:

• clients activated within 7 days

• onboarding bottlenecks removed

• low confusion/friction during setup

2. Premium Customer Experience

Clients feel:

• supported

• informed

• confident

• cared for

• responded to quickly

Success Looks Like:

• fast response times

• proactive communication

• high customer satisfaction

• low escalation rates

3. Operational Excellence

Internal workflows remain organized and visible.

Success Looks Like:

• Monday.comboards fully updated

• no stalled implementations

• tasks assigned correctly

• deadlines tracked

• blockers escalated early

4. AI Quality Control & Delivery Oversight

The client experience and AI performance are monitored proactively.

Success Looks Like:

• issues identified before clients complain

• workflows functioning correctly

• onboarding QA completed

• implementation standards maintained

5. Client Adoption & Retention

Clients actively use the PAULAI platform and continue engaging after onboarding.

Success Looks Like:

• high adoption rates

• clients using the system regularly

• disengaged accounts identified early

• reduced churn risk

Core Responsibilities Client Onboarding

• Welcome new clients immediately after sale

• Coordinate onboarding process

• Schedule kickoff calls

• Ensure forms/information are completed

• Guide clients through next steps

• Maintain onboarding timelines

Customer Communication

• Act as primary operational contact for clients

• Respond to support questions promptly

• Provide updates proactively

• Ensure clients always know project status

• Escalate urgent issues internally

Workflow & Project Coordination

• Manage Monday.comboards

• Update tasks and statuses daily

• Ensure implementation tasks are completed

• Coordinate between departments

• Track deadlines and blockers

Quality Assurance

• Review onboarding completion

• Check AI setup quality

• Monitor call routing/workflow performance

• Flag operational issues

• Ensure implementation standards are met

Client Adoption Monitoring

• Track client engagement and usage

• Identify inactive/disengaged accounts

• Follow up with struggling clients

• Encourage adoption of key features

• Support retention efforts

Key Performance Indicators (KPIs) Activation Metrics

• % of clients onboarded within 7 days

• Average onboarding completion time

• Time-to-first-client-win

Customer Experience Metrics

• First response time

• Client satisfaction score

• Number of escalations

• Communication response compliance

Operational Metrics

• Monday.com hygiene score

• % of overdue tasks

• Implementation completion rate

• Internal SLA compliance

Retention & Adoption Metrics

• Client engagement rate

• Adoption of core features

• Retention/churn support metrics

• Number of disengaged clients reactivated

Competencies Required Organizational Excellence

Highly detail-oriented with strong project coordination skills.

Communication

Strong written and verbal English communication skills.

Able to communicate calmly, clearly, and professionally with clients.

Customer Experience Mindset

Obsessed with responsiveness, follow-through, and creating confidence for the client.

Problem Solving

Able to identify operational problems early and escalation quickly.

Process Discipline

Able to follow SOPs and maintain operational consistency.

Emotional Intelligence

Warm, calm, patient, and professional under pressure.

Ideal Candidate Profile

We are looking…