Customer Operations Lead
Position description
Ready to join a mission-driven SaaS start-up and shape the backbone of our customer experience? As Customer Operations Lead, you’ll design, run, and continuously improve all core customer processes—onboarding, delivery, billing, and support—tailored for the agility and speed of a fast-growing environment. You’ll leverage agile practices and low-code tools to create streamlined, repeatable workflows that keep things simple now and scalable for the future. Working at the intersection of Product, Commercial, and Finance, you’ll make sure operations enable growth, delight customers, and drive efficiency.
Jobs to be done
Architect the end-to-end customer journey: build and refine onboarding, delivery, billing, and support with a lean mindset
Implement and iterate agile day-to-day processes using low-code/no-code tools (like 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 we grow
Proactively gather feedback from customers and teams, turning insights into process improvements
Prepare the ops platform and workflows to scale: spot bottlenecks, drive simplification, automate wherever possible
Requirements
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—knows how to make things work simply and fast
Experience working cross-functionally with Product, Finance, and Commercial teams
Skills and competencies
Sharp process thinking—knows how to design, document, and optimize every step of the customer journey
Analytical mindset—uses data to drive improvements and inform decisions
Understands business process management tools
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 about customer experience and operational excellence
Key performance indicators (KPIs)
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
Why join us?
As the Customer Operations Lead, you will have the unique opportunity to shape the future of AI for sustainability and drive meaningful impact on a global scale. You will work alongside a passionate, mission-driven team and play a pivotal role in building a technology-led organization that delivers innovative solutions to some of the world’s most pressing challenges.
Mobility information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.
Job posting end date
July 31, 2026