Customer Operations & Support Specialist - B2B SaaS - Early-Stage Equity

Coda Search is proud to partner with a fast-growing, venture-backed B2B SaaS company serving compliance teams at financial services firms to find a Customer Operations & Support specialist for their expanding post-sale team. This role is based in Manhattan and is on-site.

Location: New York, NY (On-Site)

Variable: $10,000 -- $15,000

OTE: Up to $135,000

Equity: Stock options included

Benefits: Full medical, dental, and vision coverage; 6% 401(k) match, unlimited PTO; L&D budget.

Schedule: Standard business hours

• Infrastructure ownership from day one: This is a foundational hire. You are not joining an established ops function -- you are building it. The systems and automations you put in place will define how the CS team scales.
• Direct visibility: You report to the CS Manager and work daily alongside Account Managers, engineers, and the Scaled CSM. Your work is visible and your contributions have a direct impact on revenue retention.
• Strong comp for an ops role: Base up to $120K, OTE up to $135K, plus equity in a well-capitalized company with demonstrated ARR growth.
• Genuine product to work with: The platform serves a growing base of financial services clients and replaces fragmented legacy compliance stacks. You will be supporting a product customers actually rely on.

• Own the tier-1 ticket queue: Resolve, triage, and elevate support requests across all customer segments. Hold a first-response SLA under two hours.
• Treat tickets as signals: Systematically capture and tag customer insights from tickets, call notes, and CRM data. Deliver weekly synthesis to CS leadership and bi-weekly theme reports to the product and engineering team.
• Build toward deflection: Maintain and expand the FAQ library and routing logic to reduce ticket volume over time. The goal is a continuously declining tickets-per-account ratio, not just faster responses.
• Design and own automations: Identify high-frequency manual work across the CS team and build automations that eliminate it. Treat this as a discipline, not a side project.
• Inherit and evolve CS infrastructure: Take ownership of CS operational tooling from the engineering team within the first 90 days, including health scoring, reporting, and escalation triggers.
• Support the broader team: Provide project management and triage support for the CS team to protect Account Manager focus time.

• You have the experience base: Roughly 3-5 years in Customer Success Operations, Support, or Customer Operations at a B2B SaaS company. Team lead or operational crossover experience is a strong plus.
• You think in systems: You do not close tickets -- you ask why they keep opening. You identify root causes and design solutions that eliminate whole categories of issues.
• You know the tooling: Hub Spot admin experience is strongly preferred. Familiarity with Pylon, Outreach, and CS platforms like Gainsight, Catalyst, or Vitally moves you to the top of the list.
• You are data-fluent: You can build reports, interpret product telemetry, and use data to prioritize your work and communicate impact.
• You are built for ambiguity: You thrive without a fully established playbook. You are excited to build structure where little exists, not waiting for it to be handed to you.
• Bonus profile: A former CSM or AM who has crossed over into support and ops is a particularly strong fit here.

Please apply directly here on Linked In. Also, feel free to email Matt Roe [  ] with your resume for more immediate consideration.

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