Customer Operations Lead
Overview
As Customer Operations Lead, you will design, run, and continuously improve all core customer processes—onboarding, delivery, billing, and support—tailored for the agility and speed of a fast‑growing SaaS start‑up.
Responsibilities- Architect end‑to‑end customer journeys, building and refining onboarding, delivery, billing, and support workflows with a LEAN mindset.
- Implement and iterate agile day‑to‑day processes using low‑code/no‑code tools (e.g., 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 the company grows.
- Proactively gather feedback from customers and teams, turning insights into process improvements.
- Prepare the ops platform and workflows to scale: spot bottlenecks, drive simplification, and automate wherever possible.
Education: Degree in Engineering or Business Administration. Certification in Agile, Lean, or Process Design is a plus.
Experience: 5+ years leading customer operations in SaaS start‑ups or telco spin‑offs, ideally in B2B environments; proven expertise in building and improving core customer processes from scratch in fast‑paced, resource‑limited teams; hands‑on with low‑code platforms and automation tools; experience working cross‑functionally with Product, Finance, and Commercial teams.
Skills & Competencies- Sharp process thinking: design, document, and optimize every step of the customer journey.
- Analytical mindset—uses data to drive improvements and inform decisions.
- Familiar with Business Process Management tools and 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 focus on customer experience and operational excellence.
- 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.
Applicants who are not citizens of the country of the vacancy will be subject to applicable immigration requirements to legally work in that country.
#J-18808-Ljbffr(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).