Customer Operations Lead

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $80k - $100k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Covalent

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

💼 Consulting

🎖️ Defense

📦 Logistics

💰 Seed Round on 2021-01

Consulting • Defense • Logistics

Covalent is a company that provides a comprehensive workforce operations platform designed primarily for manufacturing operations. Their solutions focus on optimizing workforce data management, enabling manufacturers to manage and optimize the flow of their workforce as they would other critical assets. Covalent offers a suite of tactical solutions including intelligent work allocation, capability management, and integration APIs. They help create a digital model of worker capabilities, capture real-time data from training and job executions, and equip frontline leaders with tools to augment manufacturing processes. Covalent's platform is particularly beneficial for highly regulated industries such as aerospace, defense, and automotive, enhancing workforce efficiency and compliance.

📋 Description

• Respond to customer Support tickets with timely, high-quality resolutions • Manage day-to-day Support operations, including queue health, workflows, prioritization, SLAs, escalations, and continuous improvement • Use Support trends and customer feedback to improve processes and the overall customer experience • Identify opportunities for automation and AI-assisted tooling • Assist with API requests, customer data pulls, and reporting needs • Mentor and support Support team members, with potential for broader functional and people-management responsibilities • Validate reported customer issues through expected-behavior checks and initial QA testing before escalation to Engineering • Establish criteria and workflows for distinguishing bugs, product gaps, feature requests, configuration issues, and user education needs • Capture, organize, and elevate recurring customer and Support feedback to Product and Engineering • Coordinate structured customer feedback and beta-testing activities • Serve as a senior escalation point for complex customer and technical issues • Partner with Product and Engineering on bugs, customer-impacting issues, and release readiness • Centralize appropriate Support and operational activities handled at the account or CSM level • Support complex customer configuration, site/location, user, and account-level operational requests • Transition repetitive customer needs into scalable, centralized, or self-service experiences • Ensure customer-facing teams have information and resources to support new and existing functionality

🎯 Requirements

• 5+ years of experience in Customer Support, Customer Experience, Customer Operations, Technical Support, or a related customer-facing technology role • Experience owning or improving Support processes, workflows, escalations, or customer-facing operations within a SaaS environment • Demonstrated ability to identify operational problems and build scalable processes to solve them • Experience supporting complex enterprise customers and navigating high-priority customer escalations • Strong technical aptitude and ability to learn complex SaaS products, troubleshoot issues, and communicate effectively with technical and non-technical stakeholders • Experience working cross-functionally with Product and Engineering teams on customer issues, bugs, or product feedback • Strong analytical skills and comfort using Support and customer data to identify trends and opportunities for improvement • Excellent written and verbal communication skills • High EQ and demonstrated ability to build credibility and trust with customers and internal stakeholders • Independent, solution-oriented approach with comfort operating in a fast-paced startup environment • Experience with SaaS Support, ticketing, product analytics, or issue-tracking platforms • Experience with Zendesk, Jira, and Pendo • “US Person” status as defined by 22 C.F.R. § 120.15, including a US Citizen, lawful permanent resident, refugee, or asylee, required for Export Control compliance • Experience supporting customers in regulated or complex industrial environments is a plus

🏖️ Benefits

• Becoming an early, high impact contributor to a growing customer organization • Working with company leadership and a highly collaborative cross-functional team • Opportunities for professional development and career growth • Competitive salary & benefits • Home office stipend • L&D program • Monthly team-building activities • Potential for occasional travel based on business needs