Customer Operations Lead

Job Summary

A company is looking for a Customer Operations Lead to manage partner support and technical escalations.

Key Responsibilities

• Field partner inquiries and manage escalation workflows while collaborating with engineering, product, and compliance teams
• Build and maintain processes, knowledge bases, and AI-powered support tools to enhance operational efficiency
• Design and implement a BPO strategy to scale support as volume increases

Required Qualifications

• Experience in customer support or operations, preferably within a tech or financial services environment
• Familiarity with automation workflows and AI tooling
• Ability to work cross-functionally with engineering, product, and compliance teams
• Strong judgment in determining when to utilize automation versus human intervention
• Capability to adapt to a fast-paced, evolving startup environment