Job Description

AI-First Customer Operations
Design and operate an AI-first customer operations model where automation becomes the default layer for repetitive customer interactions and operational workflows.Key responsibilities:

– Drive +80% ticket resolution through AI-powered support experiences

– Continuously train and improve AI agents to accurately understand conversational context, deliver precise responses, and reflect the company’s tone of voice

– Build scalable “human + AI” workflows where AI handles repetitive execution and human teams focus on escalations, judgment, and high-value customer interactions

– Reduce operational friction and manual work across support and post-sales processes

– Shift operations from reactive support toward proactive and predictive customer operations

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CX Systems & Operational Infrastructure
Own the architecture, integrity, and scalability of the CX technology ecosystem (Zendesk, Ada,Aura, and related platforms).Ensure systems operate as a connected infrastructure rather than isolated tools through:

– Workflow automation

– Operational orchestration

– Data consistency

– Cross-system visibility

– AI-driven operational workflows

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Customer Journey & Operational Intelligence
Build a unified and reliable operational view of the customer lifecycle across onboarding,support, billing, retention, churn risk, and account transitions. Identify and resolve operational blind spots including:

– Inconsistent customer states

– Billing mismatches

– Workflow breakdowns

– Cross-functional handoff gaps

– Data inconsistencies across systems 

Drive proactive operational visibility and customer lifecycle intelligence across the organization.

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CX Strategy & Performance Framework
Define the operating framework for Customer Operations, ensuring alignment with company outcomes such as:

– Retention

– Operational efficiency

– Product adoption

– Scalability

– Customer satisfaction

Translate CX objectives into measurable operational goals and execution plans across teams.

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Cross-Functional Alignment & Execution Discipline

What we’re looking for

– Strong experience leading CX, Customer Operations, Support Operations, or Service Design within SaaS or fintech environments

– Deep understanding of operational systems, workflow architecture, automation, and AI-driven customer operations

– Experience implementing AI agents, automation frameworks, or operational orchestration systems

– Strong systems-thinking mindset with ability to simplify complex operational problems

– Experience leading cross-functional initiatives across Product, Engineering, Ops, and Revenue teams

– Comfortable operating in ambiguity and building scalable operational structures from the ground up

– Execution-oriented leader who balances strategy with operational rigor

What we offer

• Fully remote culture: Work from anywhere in the world. 🌍
• Competitive compensation: Aligned with your experience, cost of living and market. 💸
• Global payment flexibility: We support payouts in multiple currencies so you can get paid wherever you are. 💳
• Access to coworking spaces worldwide: Connect, collaborate, or work in inspiring environments anytime. 🏢
• Freedom & Results culture: Autonomy, ownership, trust, and clear outcomes. 🎯
• Unlimited PTO: With a mandatory minimum to help you truly disconnect. 🏝️
• Quarterly recognition programs: Including our Workation for Pinnacle Award winners. 🏆
• Learning & development opportunities: Exposure to cutting-edge AI tools. 🤖
• Work-life flexibility: With async collaboration and a global distributed team. ⏱️